Technical Support vs. Training From time to time, questions arise about whether or not a particular request is covered under a technical support agreement, or if the issue is one requiring training. This question is sometimes very subjective and not always clearly classified. At other times, the difference can be difficult to define, but easy to recognize. In a worst case scenario, an obvious support question may evolve to become a training issue if the solution to the original support question is not heeded. For example, if a support question has to be answered time and time again for the same company, the question is no longer a support issue, but rather one of training for that company s personnel (this is an actual case). The purpose of this document is to help describe the difference between a technical support issue and a training issue. The technical support plans available for Total Office Manager are described first, listing exactly what benefits come from investing in each support plan, including terms and conditions which apply across all support plans. A detailed look at the difference between support and training, including examples of each, follows. The Difference between Support & Training Our professionally trained staff of technical support specialists are here to assist you with software support issues. We can also provide you and your coworkers with comprehensive customized training onsite, at our place, or over the internet. Our support specialists can answer your technical support questions, but not your training related questions. So what s the difference? General Differences The Technical Support Department at Aptora Corporation will gladly answer questions related to the basic usage of Total Office Manager. This also includes showing you how to access all of the features in Total Office Manager. Basically, we will answer almost any question that starts with, Where is? or, Can Total Office Manager?. In other words, you may ask support questions related to: If TOM is capable of doing something and where to find that feature How to use specific aspects of a feature For installation questions For questions on local connection issues For assistance creating and opening the sample database Rather than walking you through an entire process, we will show you how to get started. You are responsible for learning how to do what you need to do through experience. Our support specialists are not available to train your staff on the basics of bookkeeping and they cannot explain the basic principles of accounting. Our support specialists are not allowed to stay on the phone with users while they do their daily bookkeeping tasks such as entering invoices or paying bills. They are not allowed to walk users through complete transactions. However, Aptora WILL answer ALL of these types of questions and more during any of its comprehensive training sessions.
Examples of Questions Covered Under Support Plans Total Office Manager indicates that we have 10 breakers in stock. We counted them and we only have 8. How can we adjust the quantity on hand? We have entered a bill and wish to delete it. TOM indicates that we can t delete it because it has been paid. How can we get rid of this bill? When creating invoices, we wish to add a Fuel Surcharge and a Diagnostic Fee but TOM offers several types of Invoice Items. What type of item should we use? TOM indicates that a customer owes us money but do not agree. How can we track down where this money came from? I entered a work order and now I can t find it. Where did it go? Can TOM handle serialized inventory? Where do I find that feature? Examples of Questions NOT Covered Under Support Plans We just installed Total Office Manager and we are ready to start using it. What do we do? I must do payroll today. Show me how to setup payroll? We are ready to start tracking our inventory. How do we do that? We printed a balance sheet and have no idea where most of these numbers are coming from. How are these numbers generated? I need for you to walk me through the process of ordering, receiving, paying, and selling a serialized inventory item. NOTE: In most of the above cases, we will not train you on how to do what you are asking. We will show you where you can learn how to do these things and show you what forms are used. Aptora WILL answer ALL of these questions and more during most of its comprehensive training sessions. Schedule Training Please call the Technical Support Department to schedule training or to find out how many training hours you currently have available. Training must be scheduled at least 72 hours prior to the desired training time slot. Time slots are not guaranteed unless you have training time available, a valid support plan and have confirmed with the helpdesk receptionist that the requested time slot is open. Please note that training schedules may be booked up 2-3 weeks in advance during our busy season of October through March. LiveOnline Web Based Training Investment: $125.00 per hour (billed in ½ hour increments) or blocks of 5 hours for a discounted rate of $468.75. (New investments include 5 complimentary hours of LiveOnline Training). Call your sales rep or the Technical Support Department to purchase LOL Training Hours. Aptora offers qualified, personalized Total Office Manager web-based training on the topics most important to you. Imagine two or three employees pulling up chairs around your largest monitor while we connect over the internet. Then put us on speaker-phone as we interactively train your employees on your database on the issues which benefit your company most! Take this one step further by having your IT professional hook up a rental projector in your conference room. Presto! You have a full-blown seminar for as many employees as you can fit in the room, and the cost per employee is very affordable.
Online Knowledge Base and FAQ Got a question? Chances are we have already answered it for someone else. Our website has a really large database of tips, tricks, technical support submissions and responses and a large list of questions and solutions. Start by going to http://www.aptora.net/help-desk/ or http://support.aptora.com. You can also access the Help Topics by going to Help Index within Total Office Manager. To access our software user form like our Facebook Page at https://www.facebook.com/aptorasupport. To view our training videos visit our YouTube page at https://www.youtube.com/user/aptoracorporation. Onsite Training Investment: $1,750 for first day, $1,500 each additional day, plus travel and living expenses (mainly airfare, food, hotel, and rental car). This service is subject to availability. Please book early. For the quickest uptime and most personalized training, choose onsite training. An Aptora representative visits your location to train your personnel and make sure the most important aspects of Total Office Manager, like chart of accounts and inventory, are getting setup correctly. Training at Aptora HQ Investment Per Day: $500.00 for the first person and just $250.00 for each additional person from the same company. Arrange to visit Aptora HQ and get custom expert training covering the topics of your choice. Please call us for details. Subject to availability. Technical Support Plans Two technical support plans are available for Total Office Manager. All plans last one year and require full payment unless otherwise stated. Support plans are typically not refundable. Please see terms and conditions for details. VIP Plan Investment: 18% of original retail purchase. This item is non-refundable unless the product is returned within the 30 day return period. A $79.00 per support issue fee will then be withheld from the refund. All support plan renewals are non-refundable. Plan Details: 1. All major upgrades, enhancements, new versions, etc. We typically produce four (4) major software upgrades each year (about once per quarter). 2. Minor product updates, service packs and bug fixes are included. 3. Electronic (PDF) documentation, books, guides, etc. will be updated along with the software. 4. Federal, State and Local Payroll tax table updates. We carefully monitor the tax laws. Payroll tables are updated as changes are made public. 5. Unlimited technical support incidents via telephone, fax, or email. We provide you with TOLL-FREE telephone numbers. 6. You are allowed to assign up to four people from your company to contact technical support. 7. Support for installation questions; upgrade assistance, basic functionality, capability, and general how-to. 8. 24/7 access to the Total Office Manager Knowledge Base, Users Discussion Forum via Facebook, Tech Tips, and FAQ.
9. Free online training videos. These may also be downloaded directly to your computer. 10. Free one-time payroll setup and chart of accounts review. *Support Technicians are not qualified IT Professionals. We are not Microsoft Certified or Database Administration Experts. While we can and will troubleshoot basic information in order to assist with technical matters, any instances above the scope of technical support will be referred to your qualified IT Professional. If you do not have a qualified IT Professional, we will refer you to our preferred IT Professionals. *Advanced Accounting issues such as financial issues, balance issues, etc. are not covered under a technical support plan. You may contact the support department to request an Accounting Review. Accounting Reviews are an additional fee of $150 per hour. A qualified accounting professional will perform this review. You will have the ability to authorize a spending limit which may or may not give the professional the proper allotted time to complete the requested review. Please contact the technical support department for information. Accounting Review rates are subject to change. Standard Plan Investment: 12% of original retail purchase + $79 per Support Incident or Question. A $79.00 fee per Support Incident will be charged for each incident that does not pertain to an issue with the software. If a Support Technician deems the incident as a software issue, no charge will take place. This item is nonrefundable. 1. We are proud to offer the most affordable standard maintenance plan in the industry. We know that ongoing fees can kill the small business person. That s why we are working hard to make our software affordable for the small guy who needs powerful software but doesn t want to commit to high annual fees. You will receive all new versions, enhancements, service packs and bug fixes. 2. Federal, State and Local Payroll tax table updates. We carefully monitor the tax laws. Payroll tables are updated as changes are made public. 3. $79 per incident support fee via toll free telephone, toll free fax, or email. 4. You are allowed to assign up to four people from your company to contact technical support. 5. Support for installation questions; upgrade assistance, basic functionality, capability, and general how-to. 6. 24/7 access to the Total Office Manager training videos, knowledge base, users discussion forum via Facebook, tech tips newsletter, and FAQ. 7. $79 one-time payroll setup review. 8. $79 one-time chart of accounts review. *Support Technicians are not qualified IT Professionals. We are not Microsoft Certified or Database Administration Experts. While we can and will troubleshoot basic information in order to assist with technical matters, any instances above the scope of technical support will be referred to your qualified IT Professional. If you do not have a qualified IT Professional, we will refer you to our preferred IT Professionals. *Advanced Accounting issues such as financial issues, balance issues, etc. are not covered under a technical support plan. You may contact the support department to request an Accounting Review. Accounting Reviews are an additional fee of $150 per hour. A qualified accounting professional will perform this review. You will have the ability to authorize a spending limit which may or may not give the professional the proper allotted time to complete the requested review. Please contact the technical support department for information. Accounting Review rates are subject to change.
Technical Support Terms and Conditions: General Terms and Conditions Aptora Corporation may limit or terminate support service to, or may elect not to renew the support plan of any support plan member who uses the support plan in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability for future periods are subject to change at any time without notice. Coverage is non-transferable and is valid for the Plan member only. Resale or transfer of membership rights is strictly prohibited, and will be grounds for termination or non-renewal of membership. Certain plans include toll free numbers; otherwise Aptora Corporation is not responsible for long distance telephone charges incurred in connection with your use of the support plans. Technical support will not be provided to users who have past due invoices. Your accounts must be in good standing to receive support. Aptora Corporation will provide software support and basic bookkeeping advice to a qualified bookkeeping professional. Support is defined as services provided in an attempt to answer a specific question or help a user solve a specific problem with the Total Office Manager software. Networking, IT issues, hardware problems, operating system issues, and training is not included in any of our support plans. Please note that Aptora Corporation will not address networking issues or answer questions that would be better addressed by an accountant or IT (information technology) company. You generally do not need to own a support plan to use Total Office Manager. The software will not prevent you from logging in or using the software if you do not have a support plan in affect. However, the payroll functions in the software will not allow you to process payroll checks or liabilities unless your payroll tax tables are current and up to date. Support may not be refundable. Please be aware that software updates may not be available until the support plan order is fully processed; this could take up to one (1) business day. Obsolescence Policy Our policy is to support the most current version of our software plus the prior release. It is the user s responsibility to update their computers, software, printer drivers, video drivers, and operating systems as service packs and upgrades become available. We cannot guarantee that our software will function properly on a computer that contains an outdated operating system or drivers. Phone Time Limits May Apply In order to provide the best customer service possible and meet the guaranteed response time for our valued customers, Aptora Corporation reserves the right to limit each telephone call to thirty (30) minutes. Any incidents beyond this limit should be handled through training.
One Incident per Contact Limit To maintain proper customer service for all plan members, Aptora Corporation may limit support to one incident per day or one hour per day, per company via phone, fax, or email. If incidents exceed this limit you will be asked submit a new issue. Authorized Contacts Each support plan indicates how many different people from your organization may contact Aptora Corporation for support. This policy acts as a safeguard against having unauthorized individuals in your organization using up your available support incidents. This policy is also to maintain a high level of technical support satisfaction for all support plan members by ensuring that Aptora s Technical Support department is not spending time repeatedly resolving the same issue for different individuals in the same organization. If your plan calls for two authorized people, you will provide the names of two people that may contact us for support. Only authorized contacts from your organization will receive a response from the technical support department. Definition of a Support Incident An incident is defined as the following: A single issue or problem that a plan member requests a support representative to analyze or resolve or a single question on a specific software topic. We understand that sometimes a single topic or problem may require more than one question. Related questions will usually be treated as one and will be determined at the discretion of the technical support representative. Response Guarantee Callers may be asked to leave a detailed message if all lines are full. Call back times are typically less than one hour but may take up to four business hours. Support is available Monday through Friday except for occasional downtime due to system and server maintenance, company events, observed U.S. holidays and events beyond our control. Support hours are 8:00am to 12:00pm and 1:00pm to 4:30pm Central Time. All support requests received after 4:30pm will be handled the next business day. For questions received outside these hours, the response time goal is within the time specified during the next business day. Response time goals are not guaranteed and generally given by the helpdesk receptionist as a courtesy. Please note that Aptora Corporation s Technical Support Department will not schedule support calls as all requests must be handled within a timely manner and in order as received. Support Plan Length Support plans last one year from the date of purchase (Invoice Date) unless otherwise specified within the terms of your Invoice. Governing Law These terms will be governed by and construed in accordance with the laws of the State of Kansas, without giving effect to any principles of conflicts of laws. Technical Support Plan member agrees that any action arising out of or relating to the service provided by Aptora Corporation will be filed and maintained only in the state or federal courts located in Johnson County Kansas, and Technical Support
Plan Member hereby consents and submits to the personal jurisdiction of such courts for the purpose of litigating any such actions. If any provision of these terms is deemed unlawful, void or unenforceable for any reason, then that provision will be deemed severable from these terms and will not affect the validity and nforceability of any remaining provisions. This is the entire agreement between Aptora Corporation and the Technical Support Plan member relating to the subject matter of these terms, and may not be modified except in writing signed by both the Technical Support Plan member and an authorized representative of Aptora Corporation. Limitation of Liability and Damages Our maximum liability, and the plan member s sole remedy, for any claim arising under the plan will be the refund of an amount not exceeding the plan fee paid by the plan member for the 12month period during which the claim of an amount not exceeding the plan fee paid by the plan member for the 12- month period during which the claim arose. IN NO EVENT SHALL APTORA CORPORATION BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATIONS, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED. SOME STATES DO OT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. Refund Policy A Technical Support Plan member may cancel their plan membership during the first thirty (30) days after enrollment or renewal and obtain a refund for the amount paid for the current membership period under the following conditions. If during the first thirty (30) days of the Technical Support Plan, the Technical Support Plan member has made NO use of the Technical Support Plan, the full amount paid for the current membership period will be refunded. If during the first thirty (30) days of the Technical Support Plan, the Technical Support Plan member has talked to our received an e-mail response from a technical support representative on one occasion (not including software registration), the amount refunded will equal the amount paid less $79.00 for each phone, email, or fax incident. After thirty (30) days from the invoice date, no refund will be given.