Support is available to Design Manager, Inc. (DM) users via telephone, fax, email and online submission. Support is available between 9:00 a.m. and 5:00 p.m. EST, Monday through Friday, excluding holidays or down time due to maintenance, extreme weather, loss of Internet, or loss of phone services out of DM’s control. DM’s support e-mail is email@example.com, support phone number is 215-345-0844, and online contact form. DM’s support is implemented using a computerized messaging system. When a user calls and leaves a message for Technical Support, the call is then loaded into a queue of other telephone, fax, email and online support incidents. Support incidents handled in a first-come-first-served basis unless the client asks for a particular DM technical support technician or is contacting support in regard to an incident already under review by a particular DM support technician. Response times will vary based on the time of day and the number of queued incidents. This system avoids the requirement of putting customers on hold for long periods and allows the DM staff to provide focused, high quality support. DM endeavors to respond within one hour or less to support incidents received during normal operating hours. Two months of technical support is included with a new software purchase and a 2 hour block of technical support is included with a software upgrade purchase. The term of the free support starts from the first call that is made from the company (licensee) or to four months from the purchase of the software, whichever comes first.
Support consists of answering questions concerning the use of Design Manager Software. Each support incident (whether via telephone, email, or online submission) is limited to one question or issue. Support phone conversations can be limited by the technician to 30 minutes per incident or a maximum of 1 hour per day and a total of 3 hours per week. Emails or telephone support that consist of multiple questions may count as multiple incidents…all or part of the additional incident or incidents may require a call back after being placed at the end of the queue. Clients who have modifications or custom programming may experience delays in the support process as the technician must first familiarize themselves with the custom changes prior to responding to the incident.
Technical support is limited to questions pertaining only to the use and operation of the licensed Design Manager Software and is only available to the employees or a person employed by the Licensee. Technical support is not available for any products that have reached the end of the product life-cycle, which is 10 years from time that the software was first available for sale to customers. Technical support is not available to any customer who does not have an account in good standing (no overdue invoices owed to DM).
Technical support does not include help on accounting methods, consulting, custom programming, training, or training classes. Any advice given by a support technician is consider “as is” and should be confirmed with the user’s accounting professional or other such technical advisor. DM and its partners disclaims all liability whatsoever to the Customer or any other party for any advice, act or omission that may result in consequential, indirect, incidental, special or such other damages including but not limited to, any damage for lost profits, loss of data or loss of business, even if DM or its partners has been advised of the possibility of such damages.
The support technician cannot spend large quantities of time teaching the operation of the software. Any support that is not a question about a particular function or technical problem is considered training. Time spent on incidents that are deemed to be DM software related issues and through investigation turn out to be issues relating to software or hardware produced by other manufacturers will be billable at the block rate or current hourly rate(currently $195 per hour). All technical support given to a user is billable regardless of problem, issue, or responsibility.
Technical support can be purchased ahead of time in Blocks at a discounted rate or will be billed at the current hourly rate. Blocks are deducted by minutes used per incident with a minimum of 5 minutes charged per support call or email. Blocks expire 1 year from purchase date. When using support time that exceeds the purchased block, the extra time will be billed at the current block rate for that incident only. Clients will then receive an email offering to purchase additional block time. Technical Support Blocks are required for certain companies based on their size, software specifications and amount of custom programming. If you fall into this category your Sales Representative will include the block price on your quote. If a client does not have a current Block, the current hourly rate will charged in 15 minute increments.
Additional charges may result from restoration of data, changing/resetting of passwords, or lost passwords. Technical support prices and available times are subject to change at any time. Due to the significantly higher phone rates for clients located outside of the fifty United States, actual phone charges will be billed in addition to the block or hourly rate. Design Manager is willing to try to help the client avoid these charges when possible by focusing on email support, using programs such as Skype, and scheduling support calls where the client calls directly into our office at a specific time that is acceptable to both parties. Due to these alternative methods response time might increase.
These Technical Support Terms supersede all other written and oral proposals, purchase orders, prior agreements, and other communications between Customer and Design Manager concerning the subject matter hereof and constitutes the entire agreement between Design Manager and Customer regarding provision of Technical Support Services.