Support is available to you via telephone, fax, and email. Telephone support is available on our support line (215-345-0844) between 9:00 a.m. and 5:00 p.m. EST, Monday through Friday, excluding holidays or down time due to maintenance, loss of Internet, or loss of phone services out of DM’s control. Support consists of answering questions concerning the use of Design Manager Software. E-mail support allows Design Manager technical support to obtain copies of your data for examination at our location and to send updates to your facility. If you do not have access to e-mail, program updates and data analysis can still be provided via CD and the U. S. mail service.
Technical Support is a service that is limited to questions pertaining only to the use and operation of the LICENSED SOFTWARE. Technical Support does not include help on accounting methods, consulting, training, or training classes. Support can be limited by the technician to 1 hour per day or a total of 3 hours per week.
Support will be given on a first come first serve basis and response times may vary. However, we endeavor to respond within one hour unlike our competitors. Our Support system works by the client leaving a message and our Technical Support calling back because we do not believe in putting our clients on hold. When we are on the phone with a client, that client has our full, undivided attention.
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. Design Manager supports all releases except Design Manager 4.0 and all DOS versions.
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 hourly rate or contract amount of support. Design Manager is willing to try to help the client avoid these charges when possible by focusing on email support, using programs for VOIP 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.
Technical Support is included with an entire software purchase or software upgrade purchase. The term of the free technical support is two months and starts from the first call that is made from the company. If the free technical support has not been used within a year of the purchase, the company forfeits the two months.
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. |
