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Our Technical
Support |
Advantos Systems,
Inc. offers several levels of technical support to our clients.
Support is a tremendous advantage as it ensures the continued
upgrade and enhancement to the Advantos Enterprise application,
making sure the newest technology is incorporated for the
benefit of all clients.
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Email Support |
Advantos Systems
maintains a full array of resources that can be applied to
any technical issue encountered by our clients. Our support
staff can be contacted via email about general issues, training
issues, non-critical issues, enhancement requests, time schedules,
and general comments. Our staff have a combination of accounting
and property management backgrounds combined with extensive
product and technical training. These resources are available
to our clients through support or training.
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| Telephone
Support |
Operations don't
go on hold just because a new software application is being
used. Implementation can take extra time and attention. To
have a smooth running system requires it be implemented properly
from the start. Advantos resources are available to help
resolve any issues that arise during this phase. In addition,
we offer resources should your computing resource cease operation.
Advantos works hand-in-hand with your Team Leader or, if
desired, we operate as your Team Leader and are there to help
in any capacity.
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| Telephone
Set-Up Assistance |
For those times when
budget constraints or the size of the implementation make
an on-site visit cost prohibitive, our Telephone Set-Up Assistance
program is the solution. This service, unique in the industry,
involves a series of scheduled calls during the implementation
process to help clients get started properly and in a time
efficient manner.
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| Advantos
Annual Support Contract |
Advantos technical
support is available through our annual support contract.
The Annual Support Contract is required by all licensed users
of the Advantos by Advantos Enterprise property management
application and is payable monthly. The plan includes code
base upgrades, core code issue resolution with software upgrades
as they become available, and access to our support line during
published business hours. Additional per-incident support
is available at the plan rate of $100 per hour, with a 15
minute minimum charge and 15 minute increments.
Our Annual Support contract does does not include work on
non-Advantos software issues, including, but not limited
to, the items listed below:
- Repair or maintenance to the equipment,
- Repair of damage to the resident programs of the equipment,
- Repair of damage resulting from accident, acts of nature,
transportation, neglect or misuse; incorrect operation of
the software programs provided by us; operation of the equipment
outside the manufacturer's environmental specifications;
failure of electrical power, air-conditioning or humidity
control or causes other than ordinary use,
- Such services or support which is impractical for us to
render because of alterations to the equipment or alterations
to the operating systems,
- Systems engineering services, operations procedures, of
any sort,
- Repair of damage to the programs attributable to attempts
by Customer or any other person not duly authorized by us
to repair, maintain or modify the software,
- Reconstruction of Customers data, caused by a loss for
whatever reason,
- Accounting advice or services, including assistance to
correct accounting data caused by incorrect use of Licensor
software,
- Free program modifications requested by Customer, unless
specifically agreed to in writing by us,
- Any work required because of ineffective or non-existent
Advantos backup,
- Any work required and caused by any software products
not written by us. This includes time spent on installation,
or reinstallation of such software,
- Any operating system or data base software problems, not
written by Licensor, which cause our software not to work
properly,
- Telephone or travel charges caused by ongoing customer
support,
- Any computer networking or computer communication problems,
including work needed to correct or maintain Windows operating
systems and Linux operating systems, which include any time
spent correcting problems that result from these operating
systems,
- Instruction by Licensor on how to use any software products
not written by Licensor,
- Warranty work on any hardware purchased either through
us or other vendors, unless such hardware is supported by
a hardware maintenance agreement with us.
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| Per Call
($200 minimum) |
This
option is available to all licensed users of non-current and
non-supported versions of Advantos software products. Support
is available Monday - Friday 8:00am - 6:00 pm PST. Support
is charged at $200 per hour, with a one hour minimum charge
and in one hour increments. If payment on invoices is not
current, we may elect to charge additional per-incident support
at the plan rate of $200 per hour, pre-paid, in 1, 2, or 3-hour
segments - or by credit card on an on-call basis.
Note: Limited Support Services are available to users of
non-current versions of software products. This means that
a limited number of staff are trained to offer support for
these products, as new staff members are trained on current
versions of the software. In addition, staff members respond
to calls for assistance with current versions before calls
for assistance with non-current versions. In the future, assistance
may not be available for non-current versions of software.
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