Software Maintenance Plan

By taking up a Software Maintenance Plan you qualify for all software updates and upgrades that are released during the period of the plan. In addition you will receive free priority support, during the plan period, up to a fair usage which is determined by the product your purchase. In most cases the fair usage will be more than enough support time to keep you up and running. In the unlikely event that you require further support above the fair usage amount then that support can be purchased at a special price because you have a Software Maintenance Plan.

Our primary support and software upgrade service is provided to our customers via the Software Maintenance Plan (SMP). All rentals fees include our Software Maintenance Plan fee and all outright purchases of our software include the Software Maintenance Plan fee for the first 12-month period. While rentals include the SMP, if you decide to purchase our software outright we strongly recommend that you also purchase Software Maintenance Plans subsequent to the included first 12-month period to ensure you always have access to the latest version of the software and also have access to our Priority Support Service.

The following table summarizes, for each product, the number of Priority Support minutes included as fair usage in the SMP for that period.

* A fair usage is considered as 180 minutes over a 12 month period so averaged out per month at 15 minutes.

If you are in a Software Maintenance Plan period and need to purchase additional priority support you can do so at the following discounted prices. A 1 Hour Priority Support Service is usually $139+GST but with a valid SMP you can purchase it for $79+GST. A 3 Hour Priority Support Service is usually $299+GST but with a valid SMP you can purchase it for $199+GST.

Our service plans are as follows:

Sales & Pre-Sale Service

You can use our product enquiry form or send an email directly by clicking here.  Alternatively for pre-sales service you can call our Sales & Pre-Sale Support.
 

After you have purchased our software you can use either our free Email Service Plan for limited assistance or our paid Priority Service Plan.

Prioirty Telephone & Email Service Plan

When you select a telephone service plan you can contact us by telephone or email for any support issues or training requirements you may have.

It's a great investment to minimize downtime and ensure you are using your software to its fullest potential.  Our priority telephone and email service plan is how you get priority help with technical support and training.

Please note the technical support is only in relation to our software and not for general computer or computer networking assistance.  You will need to contact your own IT consultant should you need advice or help on networking or domain setup and configuration.  

Limited Email Service Plan

You can contact us by email and we will respond as soon as possible.  We endeavour to respond to emails within 3 business days however our response time will depend on how many other support issues are in the queue ahead of you. Please be aware that you must send in your request by email. If you call us by telephone you will be asked to send in your request by email so please do not call us if you are on an email plan as we do not want to offend anyone.

The free limited email service gives limited assistance meaning if your issues or questions take our consultants longer than 5 minutes then you will need to take up a paid service plan. Another rule of thumb on how much free limited email support you may receive is that we usually ask for you to purchase a support plan once you exceed 20 minutes of support in a 12 month period. We offer the free limited email assistance at no cost to you but reserve the right to change this policy in the future without notice. 

Use the email support form here to take advantage of our email service or click here to open an email up in your default email program. 

Service Plan Levels

The following table details the four service plans we offer. Please purchase the plan that meets your requirements by clicking the link at the bottom of the appropriate column.
 

If you have any questions about our service plans please contact us at Sales.

Software Maintenance Plan

By taking up a Software Maintenance Plan you qualify for all software updates and upgrades that are released during the period of the plan. In addition you will receive free priority support, during the plan period, up to a fair usage which is determined by the product your purchase. In most cases the fair usage will be more than enough support time to keep you up and running. In the unlikely event that you require further support above the fair usage amount then that support can be purchased at a special price because you have a Software Maintenance Plan.

Our primary support and software upgrade service is provided to our customers via the Software Maintenance Plan (SMP). All rentals fees include our Software Maintenance Plan fee and all outright purchases of our software include the Software Maintenance Plan fee for the first 12-month period. While rentals include the SMP, if you decide to purchase our software outright we strongly recommend that you also purchase Software Maintenance Plans subsequent to the included first 12-month period to ensure you always have access to the latest version of the software and also have access to our Priority Support Service.

The following table summarizes, for each product, the number of Priority Support minutes included as fair usage in the SMP for that period.

* A fair usage is considered as 180 minutes over a 12 month period so averaged out per month at 15 minutes.

If you are in a Software Maintenance Plan period and need to purchase additional priority support you can do so at the following discounted prices. A 1 Hour Priority Support Service is usually $139 but with a valid SMP you can purchase here for $69. A 3 Hour Priority Support Service is usually $299 but with a valid SMP you can purchase here for $169.

Our service plans are as follows:

Sales & Pre-Sale Service

You can use our product enquiry form or send an email directly by clicking here.  Alternatively for pre-sales service you can call our Sales & Pre-Sale Support toll free number 1800 728 2050 (USA). 

After you have purchased our software you can use either our free Email Service Plan for limited assistance or our paid Priority Service Plan.

Priority Support Service Plan

Our Priority Support Service allows you to contact us by telephone or email for any support issues or training requirements you may have. Under this plan we can also provide remote access support to your computer if you require it.

It's a great investment to minimize downtime and ensure you are using your software to its fullest potential.  Our priority telephone and email service plan is how you get priority help with technical support and training.

Please note the technical support is only in relation to our software and not for general computer or computer networking assistance.  You will need to contact your own IT consultant should you need advice or help on networking or domain setup and configuration.  

Limited Email Service Plan

You can contact us by email and we will respond as soon as possible.  We endeavour to respond to emails within 3 business days however our response time will depend on how many other support issues are in the queue ahead of you. Please be aware that you must send in your request by email. If you call us by telephone you will be asked to send in your request by email so please do not call us if you are on an email plan as we do not want to offend anyone. Please note, our preferred method of support is for customers to have a Software Maintenance Plan in place so we can provide a priority service to them.

The free limited email service gives limited assistance meaning if your issues or questions take our consultants longer than 5 minutes then you will need to take up a paid service plan. Another rule of thumb on how much free limited email support you may receive is that we usually ask for you to purchase a support plan once you exceed 20 minutes of support in a 12 month period. We offer the free limited email assistance at no cost to you but reserve the right to change this policy in the future without notice. 

Use the email support form here to take advantage of our email service or click here to open an email up in your default email program. 

Service Plan Levels

The following table details the four service plans we offer. Please purchase the plan that meets your requirements by clicking the link at the bottom of the appropriate column.

You can purchase now on-line with secure credit card processing from SoftShop. If you have any questions about our service plans please contact us at sales.