SERVICE PLANS
We pride ourselves in providing great service. Here is what a few of
our clients say about our service:
"It has been a pleasure to deal with you.
Your response and support are outstanding!"
-Jerry Neumeyer
"You
were exactly on target. It is refreshing to deal with someone who
can respond so quickly and knowledgably"
-Mike
Kaufman
"I appreciate your help very much, you are very
helpful, patient and supportive. You have great software and a great support team. I will
absolutely tell my friends about it."
-Almoz Guy
We offer several different levels of service where one of our consultants will
provide you with personal assistance to help you get the best out of our
software. Please read this page carefully prior to purchasing our software
and ask us if you have any questions about the level of service you can
expect from Acarda.
Our service plans are as follows:
Sales & Pre-Sale Service
You can contact us by email or by telephone. Often you may get a
faster response by sending us an email. We endeavour to respond to
sales enquires within one business day.
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 1 800 728 2050.
After you have purchased our software you can use either our free Email
Service Plan for limited assistance or our paid Priority Service Plan.
Telephone Service Plans
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
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.
Email Service Plans
You can contact us by email and
we will respond as soon as
possible. We endeavour to respond to priority emails within 2
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 don't call us if you are
on an email plan as we do not want to offend anyone.
The free 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. We offer the free 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.
Configuration & Training Service Plan
This service will help get you up and running quickly. With the Configuration & Training
Service Plan we will spend up to an hour helping you configure and provide training on how to use
the software you purchased from us. We can do this via the telephone, email and by remote access of your computer if you have it connected to the internet.
You can purchase this service from here
for $99.
Service Plan Levels
The following table details the four service plans we offer. Please
purchase the plan that meets your requirements by clicking the link at the
bottom of the appropriate column.
| |
|
|
Priority Telephone |
Standard Telephone |
Free Email |
| |
|
|
|
| How you log
your issue
|
| Telephone |
Yes |
Yes |
No |
| Email |
Yes |
Yes |
Yes |
| Telephone support plans allow you to call our toll free support line to report your issue. Assistance is assigned on a first in first out
basis with a priority given to critical issues.
With email support plans you may only contact us via email. You cannot call our sales toll free number or support toll free number and ask
for assistance. If you would like telephone support then you must purchase
one of the telephone support plans.
|
| How we assist
you
|
| Telephone |
Yes |
Yes |
No |
| Email |
Yes |
Yes |
Yes |
| Remote Assistance |
Yes |
Yes |
No |
| Email support may not be an adequate
means to be able to resolve your issue. In such a case you will
have to pay for telephone support so we can talk with you via the
telephone and in some case remote access into your computer to
assist.
|
| Target Response Time
(Business Days)
|
| Critical Issues |
Immediate |
1 Days |
3 Days |
| Training |
1 Day |
2 Days |
5 Days |
| Installation |
1 Day |
2 Days |
5 Days |
| Data Import |
1 Day |
2 Days |
5 Days |
| Non Critical |
1 Day |
2 Days |
5 Days |
| Pricing (US$) |
| 12 Month Period |
$499 Buy Now |
$299 Buy Now |
$0 |
| Support Hours |
7 Hrs Max |
4 Hrs Max |
NA |
| 6 Month Period |
$299 Buy Now |
$199 Buy Now |
$0 |
| Support Hours |
3 Hrs Max |
2 Hrs Max |
NA |
| When you purchase a 12 or 6 month period
of a support plan it is from the date of purchase and expires
either at the end of the period or when the maximum number of
support hours has been reached whichever comes first.
|
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.
|
