Support Contracts - what do they cover?

A support contract for your software package, whether in the initial after purchase free period or when renewed by annual subscription covers the following areas of assistance:

1. Explaining, and where possible fixing, errors or unexpected behaviour
   
   

2. Explaining functionality within the program or directing user to existing documentation - e.g "How do we do ...."
   Note: This is not as an alternative to training. Users are expected to have a reasonable working knowledge of the program
   
   

3. Offering guidance to explain how the user's business practices map to the software's operation.
   
   
4. Explaining how the database tables link together so the user can construct ad-hoc inquires.
   
   
5. Explaining the functionality used to create ad-hoc inquires
   
   
6. Explaining how the database tables link together so the user can construct reports.
   
   

7. Explaining the functionality used to create reports
   
   Note: Actually creating ad-hoc inquires, creating custom reports and carrying out remote control configuration changes are not covered by support and are chargeable optional services.