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How Visits and Calls Are Billed
There is a minimum 2-hour charge for on-site support visits and a 15-minute
minimum charge for all support
phone calls. Time spent waiting on hold to speak with a Support Specialist is
not billable. Time spent
researching your problem is billable. At the close of your session, the Support
Specialist will let you know
how much time will be billed against this Support Agreement. Travel time in
excess of 20 minutes one-way
will be charged to your account.
Our dedicated Support Specialists will work hard to resolve your problem
quickly. This Support Agreement,
however, does not guarantee that we can solve your problem. There are many
factors influencing how your
software runs including the hardware and operating system you use and your
business requirements. While,
in most cases we will find a solution to your problem, your Support Agreement is
non-refundable if we
cannot resolve your problem.
Amounts paid under this agreement are nonrefundable. The agreement is valid for
one (1) year from the date
of purchase, or until minutes purchased are depleted. If your issue requires
more minutes to resolve than
currently available, you will be transferred to an account executive who will
assist you in purchasing an
additional Support Agreement. The time used in excess of your original Support
Agreement will be deducted
from the new Support Agreement.
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MACK & COURSON, P.L.C.