Support Packages

Our support packages have been reengineered to provide a higher level of service where it is needed. We also provide on-line support services. These packages provide you a number of different options to choose from.

Consult an authorized Schedule-HR representative for more information on how to design a support package that is right for your company.

Priority Support

If you need emergency assistance or simply need to know that you can get telephone or email assistance when you need it on a priority basis, you may want to purchase additional technical support services through our Priority Support options. Priority Support can be purchased:

• On a per incident basis, ($50.00 per ½ hour charge. 30 minute minimum charge.)
• On an annual basis in sets of 10 or 25 Support Units, or
• As part of the Schedule-HR Priority Support Plan.

Priority Support provides the following additional support services:

• Telephone Support - from 9:00 a.m. to 5:00 p.m. PST Monday through Friday.
• Priority Response provides access to senior Schedule-HR staff.
• Priority Email Support lets you submit support requests via private email.
• Emergency After Hour - call back not exceeding 2 hours if outside of normal business hours.

When you purchase Schedule-HR products, you receive free Priority Support incident units for your use during the 30 or 90 days following the date of purchase, depending on the product you purchase. The number of incident units also depends on the product you purchase, as explained below.

New User Support

New users of Schedule-HR Products are entitled to the following free special support services (not applicable to upgrades of Schedule-HR Products):

• Schedule-HR Web - always free.
• Schedule-HR Newsgroups (other than Priority) - always free.
• Schedule-HR Priority Newsgroup - free for 90 days with Plus or 30 days with Lite from the purchase date.
• Schedule-HR Maintenance Updates - downloadable free with any active Support Plans.
• Schedule-HR Priority Telephone and Private Email - free Support Units based on product (unused units expire 90 days from purchase date).

Support Units

• All units from support plans expire one year from purchase date.
• Bona fide bugs will not constitute consumption of a support unit.
• Telephone Support from 9:00 am through 5:00 pm PST Monday to Friday.
• One Unit consists of a 15 minutes of technical support time.
• · Emergency after hour calls consume 2 time the normal rate.
• Unit Consumption Report provided when Support Topic is concluded.

Email Support

• One Unit consists of a single topic (usually one e-mail message and its response)
• Abnormal incidents exceeding one unit will be negotiated with the client.
• Unit Consumption Reports provided with each correspondence.

Schedule-HR Priority Newsgroup

The Schedule-HR Newsgroup is the most economic way to obtain non-emergency Schedule-HR Support. The Schedule-HR Newsgroup is an Internet newsgroup that allows you to communicate with the Schedule-HR Technical Support staff and with other Schedule-HR users.

• The Schedule-HR Priority Newsgroup is can be yours for just $275 per six months.
• The Schedule-HR Priority Newsgroup is a $550 value that can be yours for just $450 per year.
• Annual renewal to the Schedule-HR Priority Newsgroup subscription is $385 per user per year.

Schedule-HR Gold Support Plan

The Schedule-HR Gold Support Plan is designed for the individual Schedule-HR User who expects to occasionally need telephone and email support on a priority basis. The Gold Support Plan provides:

• 10 Priority Support Units per year
• One annual subscription to the Schedule-HR Newsgroup

The Schedule-HR Gold Support Plan is a $950 value that can be yours for just $575 per year.

Schedule-HR Platinum Support Plan

The Schedule-HR Platinum Support Plan is designed (a) for the individual Schedule-HR user who expects to need frequent telephone and email support on a priority basis or (b) the smaller software company with more than one copy of Schedule-HR. The Platinum Support Plan provides:

• 25 Priority Support Units per year.
• One annual subscriptions to the Schedule-HR Priority Newsgroup.

The Schedule-HR Platinum Support Plan is a $1700 value that can be yours for just $995 per year.

Schedule-HR Diamond Support Plan

The Schedule-HR Diamond Support Plan is designed for the larger organization with multiple licenses of Schedule-HR that expects to need frequent telephone and email support on a priority basis. The Diamond Support Plan provides:

• 50 Priority Support Units per year.
• Up to 3 annual subscriptions to the Schedule-HR Priority Newsgroup

The Schedule-HR Diamond Priority Plan is a $3850 value that can be yours for just $1,595 per year.

Note: Schedule-HR Support Plan prices are subject to change without notice.