Over the years, filePro® has continued to update its
software to improve upon an already powerful Data Base
Management System. We are committed to our products and our
customers. Effective November 1,
2002 we are offering an enhanced annual support
contract. Please review this policy statement and the
documents that are referenced for complete details. Annual
contract support will be limited to the current and previous
version of each qualifying product. Per-incident telephone
support will be available on a best effort basis for older
versions. This will eliminate questions on old versions,
hardware, applications and operating systems.
Our development and technical support personnel are linked
by the latest technology in communications to assist you. We
utilize a filePro® database to track calls, prioritize them,
and assign them to the technical area that can address your
issue. At that same time, we will be verifying your support
status. Once your status has been determined, you will be
assigned an Incident Number for the tracking of your incident
until resolution.
Free telephone and e-mail support is offered on
installation issues for the first 30 days from invoice date on
a new purchase. After that period of time, you can either pay
a per-incident
fee or you may purchase an annual
support contract.
Support calls will be limited to filePro® issues
only. If it is determined to be a bug within filePro®, no
charges will apply for the support call. If the error has been
fixed, we will notify you. However, as is the case throughout
the entire computer industry, errors are repaired in the
current version of the software. It is impossible to maintain
quality and cost effective software and service if the errors
are repaired in both the current and previous versions. If the
bug has been repaired in the current version and you are at an
older revision, you will need to purchase the upgrade to the
current version.
If it is determined to be a hardware, application, or
operating system issue, you will be billed the per-incident
fee. (For all issues outside of filePro®, you should contact
your hardware or OS supplier for resolution.)
When you call in, or send emails, to fpsupport@fptech.com it
will expedite things if you have your account number. On
emails, please use your account number as the subject. This
will assist us in sorting your inquires by your account number
and allow us to address all correspondence together.
If it is determined that you are beyond your free support,
you will need to have a credit card number ready to pay the per-incident
fee or purchase an annual
support contract. (For per incident calls, you will be
notified at the end of the call if an incident was
billable.)
If you do not have an account number because you
purchased from a filePro® developer, you should contact
the developer for support. If, for some reason, you do not
have a developer or your own account number, you must
photocopy your number one or volume 1 master disk or your CD
and license certificate and fax it to sales at (212) 517-5982
and contact sales at (800) 847-4740 or sales@fptech.com to supply
the necessary information to get your account number. You
must have an account number prior to getting support, which
must be issued via the sales line.
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