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How Visits and Calls Are Billed

There is a minimum 2-hour charge for on-site support visits and a 15-minute minimum charge for all support phone calls. Time spent waiting on hold to speak with a Support Specialist is not billable. Time spent
researching your problem is billable. At the close of your session, the Support Specialist will let you know how much time will be billed against this Support Agreement. Travel time in excess of 20 minutes one-way will be charged to your account.

Our dedicated Support Specialists will work hard to resolve your problem quickly. This Support Agreement, however, does not guarantee that we can solve your problem. There are many factors influencing how your software runs including the hardware and operating system you use and your business requirements. While, in most cases we will find a solution to your problem, your Support Agreement is non-refundable if we cannot resolve your problem.

Amounts paid under this agreement are nonrefundable. The agreement is valid for one (1) year from the date of purchase, or until minutes purchased are depleted. If your issue requires more minutes to resolve than currently available, you will be transferred to an account executive who will assist you in purchasing an additional Support Agreement. The time used in excess of your original Support Agreement will be deducted from the new Support Agreement.