Technical Support Policy
Full technical support and product upgrades are included in the purchase price for the first 6 months after purchasing any First BIT product. Due to this, customers are required to purchase product either on a quarterly or annual service contract.
The service contract includes the following:
- Technical support by phone Monday to Friday from 8:30 to 16:30 excluding Canadian holidays.
- All updates and upgrades during the active period.
We are committed to provide files of updates to our customers with a service contract in force. The process of updating the changed configurations may incur additional charges. The usual frequency of updates is at least four times a year.
The price of the service contract is calculated based on the total purchase price of the software, including all modifications and customizations of software modules and additional licenses acquired at a later date.
Standard technical support includes consultation and advice:
- Software installation
- General questions about product functionalityy
- Abnormal program termination
- Errors that may occur when using the software
Technical support such as training, installation of new releases, data conversion services and archiving will be charged at the standard billing rate of $100/hour. The hourly rate will change according to individual bank of hours purchased.
First BIT Canada is not responsible for updates or technical support software from other vendors. The customer is responsible for its own technical environment that includes hardware, such as printers, modems, cables, workstations, servers, etc. and software from other vendors, including standard operating systems (Windows, SQL Server).
First BIT Canada requires two weeks in advance to schedule on-site training (subject to availability). Training sessions are provided on site for a minimum of 4 hours (including travel time) and increase in increments of 30 minutes.
Any additional training not covered by the contract of sale will be charged at $ 100 / hour.
Please contact us to enquire about more support options.