Standard support fees are $180 per hour + GST, chargeable in 30 minute increments. Minimum support charge for users without support plans is 30 minutes. The minimum support charge is $90 + GST. For calls over 30 minutes, fees are rounded up or down to the nearest 15 minutes.A Visa or Mastercard is required in order to use this service.
The CAPITAL support package includes unlimited telephone assistance for the period of the agreement, however, the type of assistance you are entitled to receive free of additional charge is limited. The support plan covers:•Questions relating to the installation or configuration of CAPITAL software•General assistance and guidelines on how to use the software•Troubleshooting advice and problem resolution relating to the software•General assistance on how to use the general ledger and the answering of specific questions.This support plan does not cover:•On-the-phone or over the net training•Bookkeeping principles•Assistance on customising the general ledger or general ledger financial statements•Advanced customisation features•Balancing ledger accounts•Report writing•Scripting•Network configuring•Network troubleshooting•Hardware issues•Restoring back-ups•Installing upgrades or maintenance updatesWhen reference or tutorial information is readily available in the instruction manual(s) or on-line help, users will be referred back to that. We will assist you in understanding the supplied documentation but this plan does require you to read the product documentation. You may also use this support plan to assist you in locating the relevant documentation. This support plan does not cover more advanced areas of customisation such as form design, report writing or customisation features such as the Menu Editor or the Scripting Language.In addition to the above, users also receive software maintenance updates and software upgrades as they are made available, for the period covered by the service agreement.For requested services not covered by this plan, normal hourly service fees apply.
•Service & support is available for period of agreement--there are no additional costs involved.•Product upgrades and maintenance releases are included for the cover period.•Does not cover product training.•Does not cover training in bookkeeping principles.•Does not cover ‘balancing’ bookkeeping assistance (i.e., reconciling accounts)•No support for advanced features such as report writing, scripting, and the advanced editing tools: Menu Editor, Screen Builder, Index Builder. Support if wanted in these areas, is charged at a discounted rate of $150 per hour plus GST.•No support for network troubleshooting (although general guidance for IT departments will be provided).