SalesOutlook Software Maintenance
Policy
SalesOutlook's annual Software
Maintenance Plans are the affordable way to keep your
SalesOutlook Software up to date with the latest
features, service packs, patches and updates.
SalesOutlook Customers who maintain an active Software
Maintenance Plan receive all SalesOutlook updates and
upgrades without incurring additional license fees (see
Notices below).
Customers who renew their SalesOutlook
Software Maintenance Plan in 2007 will also receive a
complimentary Standard Customer Care Plan (limit one per
customer per calendar year). The SalesOutlook Standard Customer Care Plan includes up to
60 minutes of help desk access for two named
SalesOutlook Administrators to use throughout the year
to help them resolve issues with their SalesOutlook
software. Giving customers who renew their
Software Maintenance Plan a free Standard Customer Care
Plan (saving you $200 US) is just SalesOutlook's way of
saying "thanks for being a loyal SalesOutlook
customer." If you currently have an active
Software Maintenance Plan you may use this form to
request an upgrade.
Customers who allow their SalesOutlook
Software Maintenance Plan to elapse may also upgrade
their SalesOutlook Software to the latest versions for
additional fees. The reinstatement fee for the
SalesOutlook Software Maintenance Plan is $99 per
SalesOutlook License in addition to the regular amount
required to cover all SalesOutlook Licenses the customer
owns on a continual basis from the date the previous
SalesOutlook Software Maintenance Plan was allowed to
lapse. Reinstatement fees may not be waived once
the Software Maintenance Plan coverage has elapsed for
more than 30 days.
If your SalesOutlook License is not
covered by an active Software Maintenance Plan, and you
would like to upgrade to the newest release of
SalesOutlook or obtain patches and/or other updates,
please contact your SalesOutlook
representative.
SalesOutlook Technical Support
Policy
Technical
Support is available 9:00 AM - 5:00 PM Eastern Time (GMT
- 05:00 Eastern Canada / USA), excluding weekends and
company
holidays. SalesOutlook does not offer free help
desk access by telephone or by email. SalesOutlook
offers free online support tools that authorized
visitors can use after logging into the SalesOutlook
website. Telephone support is provided only on a
call-back basis for SalesOutlook Customers and Partners
covered by an active SalesOutlook Customer Care Plan.
SalesOutlook does not offer free technical
support except for an initial, Introductory Customer Care
Plan provided to new SalesOutlook Customers (see
Notices below).
The SalesOutlook Introductory Customer Care Plan includes
up to 60 minutes of free help desk assistance you can
use to help get
you "up and running" with SalesOutlook CRM.
The SalesOutlook Customer Care Plan
provides help desk support to two named SalesOutlook
Administrators only. SalesOutlook, Inc. does not
provide help desk access to end-users directly since
end-users often do not have the knowledge of organizational
IT policies and sufficient security permissions to investigate and resolve issues with the SalesOutlook
software.
The minutes provided by the SalesOutlook Introductory
Customer Care Plan expires 30 days from the date
your initial SalesOutlook CRM software license is issued and can be used
by two named SalesOutlook Administrators
to resolve SalesOutlook software issues only.
SalesOutlook Introductory
Customer Care Plan minutes can not be used to "train" your
team on the use of the system or to troubleshoot
desktop, networking or other issues pertaining to the
organization's IT infrastructure. SalesOutlook Professional
Services and SalesOutlook Certified Partners offer several
training options and systems-related services to meet varying needs.
At the point your SalesOutlook Customer Care Plan
minutes are consumed or expire, you may decide to purchase
one of our pre-paid
Customer Care Plans
for five-star service, or you could just obtain quality
technical support and other professional services from SalesOutlook
on a pay-as-you-go
basis at our standard hourly consulting rates.
Charges for technical support apply whether
you
contact our help desk by email or any other means. The
charges specified above do not apply to SalesOutlook Customers
and Certified Partners covered by an active Customer Care
Plan. All fees for software maintenance,
professional services and technical support must be paid
in advance of services being rendered.
If you are interested in obtaining technical support from our expert staff
then you must have a valid support agreement. If
you do not have one, please
purchase a SalesOutlook
Customer Care Plan before contacting the
SalesOutlook help desk for support to ensure that you
receive prompt service.
Notices:
(1) Help Desk Support: Only
properly trained SalesOutlook Administrators (two named
contacts per SalesOutlook Customer Care Plan) are
authorized to contact the SalesOutlook Help Desk.
Other End-users, SalesOutlook Administrators and
SalesOutlook SBE users may use the online support tools
in the Support
Toolbox free of charge, but registration and
activation of a login account is required. In instances where the root cause is
specifically identified to be a SalesOutlook software malfunction
or design flaw charges for technical assistance may
be waived at the sole discretion of SalesOutlook, Inc.
Since the resolution to a particular issue may require
upgrading the SalesOutlook software and/or its
components, SalesOutlook Support requires customers who
wish to leverage the SalesOutlook Help Desk to maintain
an active Software Maintenance Plan to receive support.
Customers are strongly encouraged to maintain a
Microsoft Software Assurance agreement with Microsoft
Corporation in order to keep their Microsoft Windows, Office and
Exchange Server software up to date and running the
latest versions of these mission-critical software
products and
benefit from the improved security and enhanced
functionality the latest versions of these products
offer.
(2) Software Maintenance:
SalesOutlook Software Maintenance Plans provide updates, patches and upgrades to covered
software products during the covered period without
additional license fees.
|
