A: No. To offer toll-free tech support, we must
either (1) increase our product pricing and/or (2) increase support plan
pricing. The consumer ultimately always pays for toll-free tech support. We have received a great deal of feedback from our customers indicating
that they would rather have us keep our support plan subscription
pricing as low as possible and utilize a standard phone number. We have
chosen, therefore, to utilize a standard phone number rather than to
charge higher prices. We also encourage you to consider submitting
your support inquiries via email
Q: Will a "live" person always answer
subscribers’ tech support calls?
A: While we certainly cannot guarantee that 100%
of your phone calls (during operating hours) will be answered in-person,
we can assure you that the vast majority of your calls will be. When you
place a call to us, if a tech support person is not available at that
time to assist you, you will be given the opportunity to leave a
voicemail message. Most messages left during operating hours are
returned within 1 hour.
Q: Are subscribers limited on the number of
technical support phone call and email inquires?
A: No, there is no per-incident
limit or quota on any of our support plans. Many of our competitors’
“support” offerings do not include functionality type questions – they
are for “problem” calls only. Our support plans include full coverage
for both problem issues as well as functionality questions – which is
especially important for new users of the product.
Q: Does my software purchase come with some form
of support by itself (i.e. without these support plans)?
A: Yes. For the first 60 days after your product
purchase you receive an unlimited number of support incidents – plus any
product updates and full version upgrades (if they occur during this
period) will be sent to you on CD absolutely free. After your initial
60-day period, you’ll have the option to subscribe to a support plan –
or to choose no support plan at all. If you purchase a support plan
subscription at the time of your software purchase,
you'll receive a 20% discount on your support subscription and
we’ll just tag your
12-month subscription onto the end of your 60-day initial period (you’ll
really be getting 14 months worth of coverage that way).
Q: What if I choose not to sign-up to a support
plan after my initial 60-day period?
A: You will still be able to access our technical
support staff by phone, email, or fax on a pay-per-incident basis
($30/incident)
(what's an incident?). Any small updates (“service releases”) of the product will
be available for download free of charge from the Helpmate website – or can
be received on CD by postal mail for a small S&H fee. Full version
upgrades would be available at a discounted upgrade price.
Q: Can we upgrade from eSupport
to Standard or from Standard to Premium during our plan's subscription?
A: Yes. We would simply pro-rate
the remainder of your current plan and apply this credit to your new
plan’s subscription. Please note that support plans cannot be
downgraded.
Q: Can anyone from our organization use the
technical support services provided by the plan we choose?
A: Yes. Anyone from your organization (pastor,
secretary, elder, volunteer, consultant, etc.) can utilize the support
plan benefits. Our products are intended to be utilized by every level
of your organization - our support plans are designed in the same way. Many of our competitors’ support plans limit you to a specified number
of individuals who can call for support or their support is restricted
to only a specific “main contact” from your organization– not true with
our support services!
Q: What if we purchase a
support subscription and then decide we don't really want it?
A: All support plan subscriptions are
NON-REFUNDABLE.
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