AGDATA Australia Technical Support Policy

Transcription

1 AGDATA Australia is committed to providing the best available technical support to its clients. All clients with a registered Current Version of Phoenix have access to free updates. These updates may be downloaded from the AGDATA website ( All clients may access the Client Login area of the AGDATA website where there are many self-help support resources in the form of Help Notes and videos. Definitions Current Version: The current version of the Phoenix Software is the version being sold by AGDATA to new clients at that point in time. Phoenix Software: The range of software products offered by AGDATA as listed on the Products page of the AGDATA website ( Program Fault: An incorrect step, process or data definition in any Phoenix Software which causes the software to perform in an unintended or unanticipated manner. Support Plan: A prepaid technical support agreement offered by AGDATA, for example, a Signature Service Plan (refer to AGDATA website for more information). Support Incident: an advisory service provided by AGDATA to the client, whether by telephone, via on-line interaction, by or by other means, in relation to the technical use and application of Phoenix Software, excluding data recovery, where the client is provided with one or more of the following: (a) Information that resolves the issue being experienced by the client; (b) Information on how to obtain a software solution that will resolve the issue being experienced by the client; (c) Advice that the issue being experienced by the client is a known, unresolved issue or an incompatibility issue with Phoenix Software; (d) Information that permits the client to resolve the issue by upgrading to a current release of the Phoenix Software; (e) Information that identifies the issue being experienced by the client as one that is related to hardware or equipment; (f) Information that identifies the problem being experienced by the client as one that is related to a thirdparty product. Training: Any instruction given by AGDATA to the client on how to utilise any aspect of Phoenix Software. Version November 2015 Page 1

2 Supported Versions of Phoenix AGDATA provides Technical Support for the Current Version and the version prior. The standard support charges apply for users of the Current Version of Phoenix. Any earlier versions attract a premium to standard support charges. What is covered as technical support? AGDATA provides technical support to its clients relating to the use of Phoenix Software. Technical Support may include the provision of assistance to identify a Support Incident or Program Fault. It does not include the provision of Data Repair, however such services may be provide to clients on request in accordance with our standard chargeable rates. What is not covered as technical support AGDATA does not provide advice or Technical Support in relation to hardware or any software (including, but not limited to, programs, web browsing programs or security programs) that are not produced by AGDATA. Data Repair is not classified as technical support, and includes the following situations: where the client s records have become corrupted due to external factors, including but not limited to, hardware failure, faulty backups, attempted access of data files using software other than Phoenix; correcting data due to improper use of the software; providing assistance as a result of failing to correctly set up and/or install Phoenix Software or hardware. Data Repair is charged at an hourly rate with a minimum charge 0.5 hours. Training is not classified as technical support, however training packages can be purchased separately. Please contact AGDATA if you require additional training support. It is important to note that the provision of Technical Support is not intended to be, nor should not be interpreted as, the provision of accounting, taxation or financial advice by AGDATA. AGDATA does not provide such advice. If a client requires advice on such matters, AGDATA recommends engaging the services of a licensed, professional advisor. What is chargeable Technical Support Any assistance or support provided by AGDATA to the client that is not the result of a Program Fault is charged in accordance with AGDATA s prevailing rates at that time. Version November 2015 Page 2

3 What is not chargeable Technical Support Any assistance or support provided to a client by AGDATA to rectify a Program Fault will not be charged to the client. AGDATA will repair Program Faults prioritised according to severity. High priority Program Faults will be repaired in the Current Version. Program Faults of a lower priority will be repaired at AGDATA s discretion. If a Program Fault is found in the version preceding the Current Version, no software updates will be provided for the superseded version. If a high priority Program Fault is found to exist in the Current Version of any Phoenix Software, the Program Fault will be repaired in the Current Version and released as a free update for all registered users of the Current Version. Users of older versions will be required to upgrade to the Current Version to access the repair. Fees for upgrades will be notified via direct correspondence with the Licenced User. If AGDATA is unable to provide the client with a solution to a Program Fault, no support charges shall apply. AGDATA will not apply any charges to assist clients to install a current version of Phoenix Software on computers running a correctly installed and configured version of Microsoft Windows or to assist clients to set up and connect to Phoenix Live or to the Phoenix Warehouse. Charging Policy Due to the user-friendly nature of Phoenix Software, many users are self-reliant and require little to no ongoing support. To ensure our clients have access to the most up-to-date information regarding Phoenix Software, AGDATA has produced comprehensive program manuals, a built-in help system and many support resources. If you have a query regarding the use of Phoenix Software, we encourage you to have access to these resources before seeking Technical Support. To ensure equality and fairness for all of our clients, AGDATA s Technical Support is charged on a user pays basis. Therefore, our clients may choose to address any technical issues free of charge by accessing the resources referred to above, or by contacting us and incurring a fee for that support. Clients with a current Support Plan are not charged for technical support even if the answer is able to be found in the supporting program documentation. Clients without a current Support Plan who require technical support are charged on a per Support Incident basis. What happens if a support technician is not available when I call? Clients with a current Support Plan If a client calls and a support technician is not available AGDATA will take your details and the first available support technician will call you back. Your return call will be listed as a priority call. Version November 2015 Page 3

4 Clients without a current Support Plan If a client calls and a support technician is not available the client will be asked to call back in 15 to 20 minutes. If a support technician is not available when the client calls a second time, AGDATA will take your details and the first available support technician will return your call. Support Call Priority Clients with a current Support Plan receive priority both for incoming calls as well as call-backs. Fair Use Policy AGDATA wish to ensure that all clients are able to access technical support assistance within a reasonable period of time. Accordingly, we have created a Fair Use Policy which applies to usage of the technical support service for those clients with a current Support Plan. It is unreasonable use of the Support Plan where a client s use of that service is reasonably considered by AGDATA to be fraudulent use, to be contrary to the way the Support Plan is intended to be used ( Intended Use ), or to adversely affect AGDATA or other AGDATA clients use of or access to the Support Plan. Fraudulent use shall include, but not be limited to, accessing the Support Plan on behalf of AGDATA clients without a valid Support Plan, or otherwise allowing someone else to access or use the Support Plan. Amongst other things, use that is contrary to the Intended Use, includes: using the Support Plan in a way that an ordinary person could reasonably regard as being used in a manner that was not intended by AGDATA; consistently using the Support Plan to address issues that have previously been addressed by a support technician and which re-occur as a result of the client failing or refusing to follow advice provided by a support technician. If AGDATA determines that a client s use of technical support and/or the Support Plan is unreasonable, AGDATA will contact the client and discuss changing their usage so that it conforms to the Fair Use Policy. If the unreasonable use continues after that time, the client will be notified in writing and shall, for the period stated in the said notice, be charged for ongoing support services in accordance with AGDATA s standard rates. How to access Technical Support AGDATA has telephone technical support available from 8:30am 5:00pm AEST, Monday to Friday excluding public holidays gazetted for Queensland. Each year the AGDATA office is closed for a period between Christmas and the New Year. During this period support is only available via or fax and only urgent support issues are attended to during this period. All other requests for support will be attended to when the office re-opens. Version November 2015 Page 4

5 Clients with a current Support Plan have access to a 1800 number and are recommended to utilise that number when support is required. Clients who do not have a current Support Plan may seek support by calling AGDATA on (07) Alternatively, clients may AGDATA for technical support any time using [email protected] or via the AGDATA website ( Responses will be attended to during normal business hours. AGDATA s standard rates shall apply for the provision of all support. Regardless of the method of support please have your Customer ID ready for the receptionist when calling, or included on your /fax. Version November 2015 Page 5