In order to extend the best possible support value to our clients, we have opted to provide technical support and assistance on a case-by-case basis instead of imposing any monthly or annual support fee, we bill clients once a month for any technical support incidents for the prior month, at our standard rate.
Under a typical support agreement, clients can receive technical support via phone, fax, email, web site, and remote administration; Monday through Friday, 9am-5pm. excluding holidays. Typical support includes technical support, instruction, remote administration, consulting, error correction (no charge), and time/cost estimation for additions/enhancements. A client's primary point of contact is also accessible through cellular phones and pagers for instant or emergency communication.
Some clients require 24-hours-a-day, year-round support, or have other support requirements. These types of extended support options are considered independently for each client and can be included in an additional support agreement.