Support is included during the life of the Agreement (see separate terms and conditions for Agreements) This includes :-
NB Report and Software Modifications during the initial support must be agreed in writing with Ab Initio Systems Ltd. We reserve the right to refuse modifications that we does not consider to be to the overall enhancement of the software.
Support as above but for the first three months following installation. Installation is deemed to be when we have completed installation of the software not when the customer starts to use the software.
Customers choosing not to renew support contracts are welcome to submit bug reports by email only which will be actioned and included in updates. If support is required on a call by call basis, this is available @ £85+ VAT per support day payable in advance. No software updates will be available to customers without support. If a support contract is required sometime after the expiry of a previous support contract a fee to cover software updates made available on restart will be charged.
Customers without support who require AdminBase to be moved to a new server incur a reinstallation charge of £400 plus VAT.
After the initial 3 months free support the options for continued support are as follows :-
For up to date pricing please refer to www.abinitiosoftware.co.uk/pricing.html
This option allows customers to post their queries to our support web site. All support calls received by this method up to 4pm daily will receive a reply the same day with an answer or with details of what action will be taken to answer the question with an expected date of completion. Minimum 12 month contract.
TELEPHONE & REMOTE
In addition to the Online support options Telephone & Remote Support Customers may also make unlimited use of telephone support. Support calls arising from telephone calls may be logged onto the support web site by Ab Initio staff for other customers to benefit from. As with online support calls received up to 4pm daily will be responded to the same day. Monthly contracts are for a minimum of 12 months. Minimum 12 month contract.
In addition to the Telephone and Remote support options Enhanced Support Customers will benefit from free report modifications. Minimum 24 month contract.
Support can be paid for annually or monthly by Direct Debit. Contact Ab Initio for correct annual or monthly pricing.
In Summary the options are:-
|Initial 3 months||No Support||Online||Telephone & Remote||Enhanced see note 5,6|
|Bug Notification by Email||Yes||Yes||Yes||Yes||Yes|
|Download Updates from Web Site||Yes||No||Yes||Yes||Yes|
|Support Questions by Web||Yes||No||Yes||Yes||Yes|
|Support Questions by Telephone||Yes||No||No||Yes||Yes|
|Report Modifications see note 1, 3, 4||Yes||No||No||No||Yes|
|New Custom Reports see note 2, 4 *||Yes||No||No||No||Yes*|
|Software Modifications see note 3, 4||Yes**||No||No||No||Yes**|
|New Letters & Forms||Yes||No||No||Yes||Yes|
* Maximum 20 hours per annum
** Subject to terms and conditions