Definition of an Incident - For
purposes of these terms and conditions, an "incident" means (a) a single issue
or problem that a Customer asks a support representative to analyze or resolve,
(b) a product-usage question that involves a single topic on a drop-down menu or
one ORDERS Plus report, or (c) a single question on a specific topic.
Submitting an Incident - Customers
can submit a question to the ORDERS Plus Help Desk by visiting the
ORDERS Plus CustomerCare Service Center web site and selecting "Contact
Support" or by selecting "Help & Support" and
"Contact Support" from the menu bar directly from within ORDERS
Plus. Tracking
for such response time begins after a Customer has contacted BSA during our published support hours.
Depending on the complexity of the issue, a support
representative will either send an electronic response via email or an
appointment will be scheduled. If the initial response from the
support department does not solve your problem, please contact our Help Desk
again indicating the initial resolution did not solve the
problem, along with any additional information and/or error messages
relative to the incident. At that time an appointment will be scheduled to
further investigate and/or resolve the problem.
Detailed Information Suggested - Detailed communication will be given priority.
Include the exact text of any error message you receive. If your communications are
specific, this will allow our Support Analysts to research your problem and provide the
best solution to your problem.
Simply indicating your name, company name,
phone number and "Call Me...." will not be given any priority.
Both Calller Name, Phone Number and Email Address MUST Be Provided.
Support Response Format - In most
cases, specific procedures are required to provide a detailed resolution to
a problem. Therefore, the
response is made in writing and submitted via Email to the person who
originally made the request. If the Customer is unable to perform the
specific procedure, the Customer may
schedule an appointment in which a support technician will
perform the actual procedure. If the CustomerCare Department is forced to respond multiple
times to the same incident with the same resolution, additional incident charges
will apply.
Incident Charges - In all circumstances,
any single problem or question submitted to the support department will
incur a single incident charge whether or not the resolution to the problem
is also available in the ORDERS Plus manual. It is up to the Customer
to review relative topics in the manual prior to submitting an incident.
Multiple Questions/Topics -
If you have more than one question or topic to resolve, each problem must be
submitted individually. We recommend that you schedule an appointment so multiple issues
can be resolved in one-hour increments. Multiple Questions
and/or Topics submitted in a single communication to our CustomerCare Department
for resolution, will be treated as individual incidents.
Incident Resolution Timeframe -
Incidents will be considered closed after 3 business days of response from the
ORDERS Plus CustomerCare Department to the person that made the initial request.
It is the responsibility of the Customer to implement the resolution provided
within 3 business days of receipt. Therefore, if the resolution provided
to the Customer does not resolve the problem, the Customer must reply within 3
business days of receipt. Failure of the Customer to notify the
CustomerCare Department that a resolution did not resolve a problem within 3
business days of receipt of the original incident and subsequent response will
result in a new incident and an additional incident charge.
ORDERS Plus Administrator -
It is
recommended that a single person within your organization
should be designated ORDERS
Plus Administrator. The ORDERS Plus Administrator is responsible for
understanding the day to day use of ORDERS Plus within your company. They
should also have a strong understanding company
operations and how they apply to ORDERS Plus. Your ORDERS Plus Administrator
is the key liaison between
your company and our CustomerCare Department. Failure to do
this can result in communication breakdowns, misunderstandings, sensitive and
secure information being disclosed to low-level staff. Not to mention, the
inability to resolve a problem because your staff person does not possess the
proper skills or high-level access rights. If another staff member
contacts the CustomerCare Department that has never contacted us, the designated
Site Administrator will be carbon copied. (See also "Multiple
Companies" section below)
Support Availability - Support
availability may occasionally deviate from stated hours due to downtime for
systems and server maintenance, company events, observed U.S. holidays, and
events beyond our control. Use of the toll-free support number is available to
Customers within the United States. Customers in Canada and U.S. protectorates
may also have access to the toll-free phone number, but toll-free availability
is not guaranteed. Customers located outside the United States who cannot use
the toll-free hotline must call the local published number for support. BSA is not responsible
for long-distance telephone charges incurred in connection with support from a
location outside the United States.
Authorized Contact List - Typically,
BSA will only provide support to the ORDERS Plus Administrator and Backup
Administrator. If a request for assistance is made from other contacts, replies will also Carbon Copy the ORDERS Plus
Administrator. However, if a request is made by a unknown person and
complete contact information is not provided, all replies will be sent to the
Administrator. The Administrator is responsible to update our records with
detailed contact information for other people in the organization. If you would like to add someone to your Authorized Contact List, please send a
fax on company letterhead to 800.340.9239. Complete Physical Address,
Phone, and Email Address MUST Be provided.
Latest Version and Service Pack Installed -
When providing any Support or Professional Services, the latest version and/or
service pack for ORDERS Plus must be installed. If the customer is unable
to install the latest version and/or service pack, the ORDERS Plus IT Services
Department can provide assistance.
Select Here if your company does
not have the latest version installed.
Qualified IT Person - If the
situation warrants, it may be necessary to hire a local IT person to resolve
problems that prevent us from providing services purchased and/or resolve problems
due to system incompatibility.
Accounting Experience - Every good business knows the value of
staffing a qualified professional to take care of the financial and accounting
responsibilities within their company, therefore BSA cannot provide the same
service received from a CPA or the accounting skills of a Controller/Bookkeeper.
A successful implementation within your company will require a staff member with
this level of experience using computerized accounting systems. Our Training Department will
assure the setup of General Ledger, Accounts Payable, Accounts Receivable and
Payroll (if purchased) is technically sound and provide
complete configuration assistance to your CPA and/or Controller/Bookkeeper.
Consulting Appointments -
Due to new
system requirements and/or other potential complexities when upgrading to
the ORDERS Plus Gold platform, a Consulting Appointment is required before
upgrading to the ORDERS Plus Gold platform. The objective of this
appointment is to review the Customer's current installation and determine
if any considerations need to be made, prior to installation. Since
ORDERS Plus Gold is dissimilar to prior versions, this appointment will
develop an implementation plan that will assure a smooth installation and
minimize the overall impact of upgrading.
Maintenance Fixes - From time to
time, a user may identify a specific programming problem with a function in
ORDERS Plus. Once the problem has been communicated to our CustomerCare
Department and it has been confirmed, it will be corrected in the next
maintenance or service release to ORDERS Plus. The specific timeline as to
when that release will be made available to the public is based solely at the
discretion of BSA. Once released, all users will be notified via email.
BSA will not provide engineering timelines and/or release schedules to
end-users. It is our policy to assess the problem and typically provide a
resolution within 90 days. A programming problem is specifically defined
as a function that does not operate as stated in the operations guide, not based
upon a user's interpretation or their own specific requirements.
Support Limitations - Inquiries
are limited to functionality, as described in ORDERS Plus Operations
Guide. BSA will also assist Customers with basic connectivity issues for the
purpose of using ORDERS Plus to access other third party products sold in
conjunction with
ORDERS Plus. However, BSA shall not be responsible for connectivity issues
caused by third-party services, service providers, hardware, or software.
Training, Consulting, Installation & IT Services are
available for those customers that require additional assistance as it pertains
to Service Pack Installation, System Upgrades, Disaster Recovery and any other
software installation or operational issues. Under no circumstance is support
included with the purchase of add-on modules, network license upgrades and/or
software upgrades. No Support is provided to a customer without a valid
support contract in place. ORDERS Plus Enterprise Gold will be required
when using BusinessWorks Gold Version 5.x and 6.x. ORDERS Plus Gold 2007
will be required for BusinessWorks Gold Version 7.x, ORDERS Plus Gold 2008
will be required for BusinessWorks Gold Version 8.x and so on. Based upon
the version of ORDERS Plus installed, our support department can only
provide support on posting to a version of BusinessWorks no greater than 2
versions behind the current version available. Example: Support would not be provided when using ORDERS
Plus Gold 2007 with BusinessWorks Gold Version 4.x or lower.
Working With Outside Consultants - To
assure no communications are misinterpreted, certain restrictions do apply if
working with an outside consulting company. If an outside consultant needs
to contact the ORDERS Plus CustomerCare Department, your designated ORDERS Plus
Administrator MUST be present during that conversation. This can be done
if the consultant is at your site or via teleconferencing. If your
consultant's questions are sent electronically, our response will always be
Carbon Copied to your ORDERS Plus Administrator.
Scheduling Appointments - Appointments must be scheduled in advance and are not
available on-demand. Appointments can be scheduled during business hours. Emergencies are treated with
priority and scheduled for same day resolution. Appointments must be
limited to three staff people per appointment.
Internet Connection Required - With the exception of Consulting, all
other professional services require a business class internet connection at both
the fileserver computer and any respective workstation. Our state of the
art, Desktop Connectivity System will allow the technician to connect directly
to your enterprise to provide training, advanced troubleshooting and resolve IT
issues in a faster and more efficient manner. This is an on-demand system
is 100% controlled by the customer during the approved session only.
Billing - The block time you schedule will be billed against the number
of incidents available on your account. Please be prepared to take full advantage of this
allocated time since it will be the minimum charge against your account.
Data Conversion Setup - Prior to
submitting your old data to us, all information maintained in the ORDERS Plus
Setup module MUST be setup and defined. This includes GL and Sales account
numbers, Payment Terms, Tax Codes and 3-Level Product Categories for Inventory.
Under each Setup module section, select reports, then Table list to print out a
listing of each table driven field. This information must be included with
the data files being sent to BSA prior to starting the Data Conversion Service.
Our Data Conversion Specialists must know these details so the converted data
reflects this setup information correctly. If the data conversion does not match
this information, ORDERS Plus may not operate correctly and this can create
costly problems down the road.
Data
Conversion Preparation - You must be able
to export your data from your current program. You MUST submit either a DBF
(Preferred), ASCII Comma Delimited (File Spec Required) or XLS (Excel formatted
as Text) file format. It is recommended the data be submitted as raw data. The
data should not be manipulated into sectionalized or notated fields. Don't worry
if your exported data does not contain all the required fields used with Orders
Plus. We will fill these fields during the conversion process with default data
based on your setup tables.
Data Conversion Conversion Process - When our Data
Conversion Specialist has received your files, you will be notified of the date
the conversion is scheduled to begin. We request the person responsible for
preparing your data files be available in case we need to discuss any unique
issues discovered during the conversion process. When the conversion process is
complete, the files will be sent to your company on CD-ROM or via email. At that
time they are ready for import into ORDERS Plus at your location.
Data Conversion Additional Fees
- The initial charge for Data Conversion covers Customer, Vendor and Inventory
Files Only. If you require additional files to be converted such as Serial
Number Files or Multiple Ship to Files, please contact our Data Conversion
Department to discuss the feasibility and cost. Please also be advised that if
compiling information from several different sources, you are responsible to
assure the data is consistent within each file. Any inconsistencies could result
in additional fees.
Support and Professional Service
Expiration Dates -
All Support and Professional Services expiration dates are calculated from the
date of purchase. Unless otherwise noted, all services expire one year
from date of purchase.
Support Cancellation - ORDERS Plus may limit or terminate support service to, or may elect
not to renew support of, any customer who uses the service in an irregular,
excessive, abusive or fraudulent manner. Terms, conditions, support features,
procedures, pricing and support availability for future periods are subject to
change at any time without notice. Coverage is non-transferable and is valid for
the original customer only. Resale or transfer is strictly prohibited, and will
be grounds for termination or non-renewal.
Professional Services Appointment Cancellation -
A minimum of 1 business day notice is required if it is necessary to
cancel or reschedule a confirmed appointment. Cancellations without 1 business day prior notice will be charged (1)
incident cancellation fee. All Cancellations MUST be documented and sent via
email or fax.
Desktop Support Compatibility -
Live Support, Installation, Training and IT Services require that internet access be
available from any computer in which services are to be performed. That
computer must also have a pre-configured email address in which an email can
be received directly at the computer. Customer computers must also be
compatible with our Desktop Support System.
Version Updates & Version Upgrades -
Version Updates to ORDERS Plus are defined as any maintenance release made to
the version of the software purchased. Typically, Version Updates, also
known as a Service Pack, are available for download from our CustomerCare Web
Site for free. Version Upgrades related to a New Version of the Software
that is not the Version that a customer may have purchased. Version
Upgrades are available to our Customers for a fee and are not free.
Published Information and Documentation -
ALL Information and Documentation published in the public domain is based upon
the most current versions of the software. If your company does not have the
latest versions of the software installed, some procedures and documentation may
be incorrect.
Data Recovery/Data Repair - During a power
outage or severe network problem an ORDERS Plus Database can become corrupt.
The Database Verification Tool (Re-Indexing) should be run to resolve any
problems. If the Database Verification tool is not able to fix a
corrupt database, a Database Repair tool is included with ORDERS Plus that
when run, will attempt to repair the corrupt database.
If that tool cannot repair a corrupt database, the next step would be to restore from daily backups.
Please note, the ORDERS
Plus Support Department cannot provide assistance using your backup software.
However, if your company
has ORDERS Plus Version 2KXP Service Pack 3 or higher installed, the ORDERS Plus Support
Department can restore your system back to the date on which the last successful
Database Verification occurred. If your company has ORDERS Plus 2KXP 10.2
or Lower installed and no reliable system backups, then our
Data Repair Service can be purchased to attempt recovery of a corrupt
database. Please also note, that when installing any ORDERS Plus
Upgrade or Service Pack, you MUST be able to complete Database Verification
(Re-Indexing)
without ANY Errors before installation of the Upgrade or Service Pack.
Internet Connection Requirements - In
keeping up with standards set forth by industry leading software companies, BSA
now requires a temporary internet connection at the server computer to install
any software products and product updates to the ORDERS Plus product line. The
internet connection is required during the installation period only since
certain files are downloaded during the installation process. It will also
provide advanced error checking and troubleshooting diagnostics to be relayed to
our CustomerCare Department if any errors occur during installation. The
latest versions of ORDERS Plus also include a new diagnostics system that will
analyze and relay critical configuration information to the ORDERS Plus
CustomerCare Department that may be required for advanced troubleshooting.
Again, an internet connection is only required during the diagnostics process
which typically is 5-10 minutes. When diagnostics are complete, the internet
connection is no longer required. We have also added a new, state of the
art, Desktop Connectivity System that allows our CustomerCare Department to
provide enhanced troubleshooting, training and IT services directly to a
customer as requested. This new technology will allow our CustomerCare
Department to connect directly to your enterprise to provide training, advanced
troubleshooting and resolve IT issues in a faster and more efficient manner.
This is an on-demand system is 100% controlled by the customer during the
approved session only. Using this system does not mean that BSA can make a
connection to a customer's enterprise at will. It is completely safe and always
requires approval from the customer.
Renewing Support - If renewing
support and the customer is experiencing any current problems, a CustomerCare
representative will respond the next business day if the support renewal order
is received by 2:30 PM, EST. Orders received after 2:30 PM EST, will not
be processed until the next business day and therefore, a CustomerCare
Representative will respond the following business day after that.
Multiple Locations/Companies -
If either Multiple Locations or Companies are defined in ORDERS Plus, it is
critical that you communicate this to the CustomerCare Department when
requesting support.
Automatic Software Maintenance Renewal - The ORDERS Plus Annual Software
Maintenance Plan will automatically renew 30 days in advance of your
company’s next renewal date unless cancelled 45 days prior to the renewal
date. Email communications will be automatically sent to all contacts
on file starting 60 days in advance of your company's Software Maintenance
Renewal date. Cancellation of Software Maintenance after processing
will result in a minimum $75.00 cancellation charge and maximum based upon a
monthly pro-rated charge.
eCommerce Interface Engine - The
ORDERS Plus eCommerce Interface Engine is a development tool used to allow order
entry data acquired from another source to be imported into ORDERS Plus.
All Technical Information available for this toolkit is publish in the
Operations Guide and requires the expertise of a person that is familiar
with database programming to understand it. Manipulating Data from one
software system to another requires database programming experience.
Since our Support Department does not consist of database programmers, any
suggestions or advise would not be in the best interest of the customer.
Additional Support is only available through our Custom Programming
Department.
Terminal Server/Citrix Server Configuration
- Even though, we do support operations on these platforms, our support
department cannot provide assistance with configuration and troubleshooting
on these environments. Please seek the assistance of a certified
consultant for the respective platform.
Custom Forms and Reports - If a
customer has had modifications to printed forms or custom reports added to
ORDERS Plus, it is the responsibility of the customer to have the knowledge and
understanding to re-install those modifications after the installation of an
upgrade or service pack. Typically, Custom Forms are overwritten with
Factory Defaults during the installation of an upgrade or service pack.
Generally speaking, Custom Reports are not effected, but may need to be added to
the respective menus. The ORDERS Plus Support Department cannot provide
assistance or resolution to this problem. If the Custom Forms and/or
Reports were provided directly from BSA, an installation program is always
provided. After installation of an upgrade or service pack, simply
re-install the Custom Form/Report Installation Program. There are no guarantees
made that Custom Forms and/or Reports will work with newer versions of ORDERS
Plus. It may be necessary for the Customer to purchase additional custom
modifications to work with the version of ORDERS Plus installed.
Re-Installation assistance is available by appointment only from our IT Services
Department
Prior Version Reports - If your
company has chosen to install factory designed reports from an older version of
ORDERS Plus, please be advised that we make no guarantee to the functionality
and/or information output from those reports. Furthermore, it is the
responsibility of the customer to have the knowledge and understanding to
re-install reports if necessary after the installation of an upgrade or service
pack. The ORDERS Plus Support Department cannot provide assistance for anything
related to reports designed for an older version of the software. It may
be necessary for the Customer to purchase additional custom modifications to work with the version of ORDERS Plus installed.
Re-Installation assistance is available by appointment only from our IT Services
Department
Direct
Communication Outside Scheduled Appointment Times with ORDERS Plus Professional
Service Staff - During the performance of IT, Training, Data Conversion and
Custom Programming Services, it may be necessary for the ORDERS Plus staff
member to communicate with the Customer which in turn, may provide the Customer
with that staff member's direct contact information. Direct contact
attempts made outside scheduled appointment times will be ignored by the staff
member and routed to the ORDERS Plus Support Department which will reply to the
request if possible. However, requests made outside the service range
provided by the ORDERS Plus Support Department will be compiled and held until
the next scheduled appointment between the Customer and the respective ORDERS
Plus Staff Member. Do not expect a response from an ORDERS Plus
Professional Services Staff Member made outside a scheduled appointment.
Credit Card Processing and Configuration
Assistance - Due to the complexities and technical issues related to
installation and configuration of actual credit card processing software, an
experienced IT is person required. The ORDERS Plus Operations Guide provides
complete details for installation, configuration and troubleshooting that would
be required by an IT person to successfully install and configure the system.
However, if the customer is unable to process a credit card directly from within
PC Charge, they must contact the PC Charge support department directly. Please visit their web site at http://www.gosoftware.com/support.
If the customer can process a charge directly from within PC Charge, but not
from within ORDERS Plus, the ORDERS Plus support department can provide
assistance.
Custom Labeling Assistance - The
ORDERS Plus Custom Labeling module is a tool used to design custom labels.
Support for the use of the labeling software is available from ID Innovations,
the manufacturer of the AnyLabel. Please call their Technical Support
Department at 817-285-8772.
Import Assistance - Even though
ORDERS Plus has Import functions for importing initial Customer, Vendor and
Inventory Information for start-up purposes, the ORDERS Plus Support Department
can only provide assistance using the function. The CustomerCare
Department cannot prepare the import files. Import specifications are
published in the Operations Guide and require the expertise of a person that is
familiar with database programming and data conversion processes. Manipulating
Data from one software system to another requires database programming
experience. All Data Conversions require the data coming from the old system be
manipulated prior to use in ORDERS Plus. This requires in-depth understanding of
the old data and how it will be used in ORDERS Plus. There is no way to
troubleshoot a problem without this vital understanding and expertise. Since our
Support Department does not consist of database programmers, any suggestions or
advise would not be in the best interest of the customer. This is why we provide
a fixed price service to accomplish this objective.
Multiple Companies - ORDERS Plus
does support the use of multiple companies, meaning the registered company
that purchases ORDERS Plus is also a 100% owner of another company that
needs to be managed using the software by remotely connecting to a
terminal server gateway computer located at the registered company. Under no
circumstances may ORDERS Plus be used to manage other companies that are not
solely owned by the registered owner. Furthermore, standard support
services are based upon a single site administrator responsible for
implementing and training staff at other locations and/or other 100% owned
companies managed by ORDERS Plus. If a different administrator is
required for a separate company, owned by the primary licensee, an
additional annual software maintenance contract will be required for each
separate company. ORDERS Plus is licensed on a per server basis.
If remote connectivity is not available, another license must be purchased.
Multiple Clients - ORDERS Plus
Support Contracts are not available to accountants, VARs, Professional Advisors
or other parties using ORDERS Plus Technical Support on behalf of multiple
clients.
Limitation of Liability and Damages -
IN NO EVENT SHALL BSA BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR
CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, THOSE
RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE
POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN
CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR
CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO
YOU. Without limiting the generality of the foregoing, BSA is not responsible
for long-distance telephone charges incurred in connection with your use of our
support. BSA takes no responsibility for the Customer's actual
implementation of ORDERS Plus. That is the responsibility of the Customer and
their staff and not included with the purchase of the software. If the Customer
needs additional assistance with Implementing ORDERS Plus, they can purchase
training services as needed.
Disclaimer of Warranties - SUPPORT
SERVICES ARE PROVIDED "AS IS." BSA HEREBY DISCLAIMS ALL REPRESENTATIONS AND
WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED
MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY AND
NONINFRINGEMENT. Some states do not allow the exclusion of implied warranties,
so the above exclusions may not apply to you. In that event, any implied
warranties are limited in duration to sixty (60) days from the first date of
service. However, some states do not allow limitations on how long an implied
warranty lasts, so the above limitation may not apply to you. Jurisdiction
and Venue - Any legal action brought against Business Systems of America, Inc.
shall be governed by the laws of the State of North Carolina without regard to
its conflict of law principles. You agree that Mecklenburg County, North
Carolina will be the sole jurisdiction and venue for any litigation arising from
your purchase of our software products and/or services.
Jurisdiction and Venue - Any legal
action brought against Business Systems of America, Inc. shall be governed by
the laws of the State of North Carolina without regard to its conflict of law
principles. You agree that Mecklenburg County, North Carolina will be the sole
jurisdiction and venue for any litigation arising from your purchase of our
software products and/or services.
All Product & Support Sales Final/No Refunds - The
customer accepts full responsibility as to whether or not our software products
are best suited for their specific business requirements. If the customer agrees
to the software license and the product installed, the customer agrees they have reviewed the
free evaluation kit and respective documentation of our software products and
chose to purchase our products based upon their own evaluation of our software
products and the customer's specific requirements. Under no circumstance can the
product be returned for a credit or cash refund.
Successful Use and Implementation -
BSA is not responsible to insure the customer can successfully implement and/or
use the software. This also includes if the customer purchased professional
services from BSA. It is the customer's sole responsibility to: Evaluate Their
Specific Needs, Determine if the Software Can Meet Those Needs By Use of the
Evaluation Software and Implement the Software within their business. BSA
Professional Services Group can be hired to provide assistance and guidance
during the process. However, it is the responsibility of the customer to have
qualified staff available and capable of interpreting the assistance provided
from BSA.
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