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.

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.

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.

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.

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.
  
  

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.