One Time (Per Incident) Telephone Support
Business Management Systems is committed to providing its customers with products
that offer the highest standards of quality and performance. Coupled with this commitment
is our pledge to provide unparalleled customer service and support. It's our promise
to make that extra effort beyond what's expected.
Should you decide to have highly trained professionals working with you on the phone
every step of the way to resolve isssues related to our products, we offer per incident
telephone support as described below.
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Benefits
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Pay as you go.
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Service Priority
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We target a four-business-hour response after comfirmation of payment on telephone
support requests.
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Cost
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$139.00 USD for support on each incident. If you are an active subscriber of our
Annual Software Assurance Plan (ASAP)), you pay only $99.00.
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How Paid
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You must make a purchase for this support online before our technical support specialists can work on your issue. After ordering,
you will receive an e-mail with instructions for scheduling your call.
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Support Hours
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Monday through Friday, 8:30 am to 5:00 pm Pacific Time.
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Support Notes
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- Support availability may deviate from stated hours due to technical downtime,
company events, observed U.S. holidays, and events beyond our control.
- BMS is not responsible for long-distance telephone charges incurred in connection
with the use of the Support option.
- Availability and pricing of Support Options are subject to change at any time without
prior notice. The four-business-hour response time target cannot be guaranteed and there
is no compensation if we cannot always meet this goal. We will always do our best.
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What Constitutes an Incident?
An "Incident" is one specific issue that you ask a support representative to analyze,
resolve or answer. An incident focuses on one aspect of the product—e.g., assistance
with a specific problem or error message.
BMS, at its sole discretion, will determine what constitutes a support incident
and how many incidents will be handled during one support call. If it is determined
that several topics are being addressed, additional support incidents may be required.
Support is limited to installation, set up, and functionality as described in the
affected software product documentation. This does not include application consulting
or training. BMS will not be responsible for connectivity, data compatibility, or
data integrity issues caused by third-party services, other software, or any hardware.
When Is an Incident “Resolved”?
BMS will make reasonable efforts to resolve the issue, but we cannot guarantee that
every issue will be resolved. If the incident is determined by BMS to be caused
by a BMS software bug, you will get a full refund . Many incidents may appear to
be a software problem but are often user errors and/or caused by configuration or
operating systems settings. In this case, a refund will not be issued if the incident
is determined by BMS to be related to a user or configuration error.
A support incident is “Resolved” when you receive one of the following:
- A reasonable solution to the issue, or information that resolves the issue.
- A reasonable work-around to the issue, or information on how to obtain a software
solution that will resolve the issue.
- Determination that the issue is in fact an enhancement request, or can be resolved
by upgrading to a newer published version of the supported product.
- Information that isolates the issue to a third-party product or hardware.
- Notice that the issue is caused by a known, unresolved bug or incompatibility.
In certain cases, at BMS’s sole discretion, BMS may or may not charge for a specific
support incident.