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  Accessing Support
Self Help
  • Online Knowledge Base
  • User Documents
    •  

    Free Support
  • support@bundle-track.com
  • Fax 617-556-4005
    •  

    Contract and Billable
  • phone 617-556-4003 x261
    		•

    Bundle-Track Contract Support

    Contract Support Benefits

    • version continuity: free access to udpated version releases within your product series. This ensures that you system never falls out of date and off the support horizon.
    • defect protection: waived Professional Services fees in cases where we determine that a defect in our software is at issue.
    • access to our Free Support resources, including unlimited general user support via email and fax.

    Contract Support does not cover the following billable Professional Services:

    • support by phone
    • user training (You can educate yourself with our User Documents and Online Knowledge Base.)
    • system preparation/configuration
      • data loading
      • pay rules configuration
    • system customization
      • custom report/ticket development and changes
      • interface development/changes
    • system environment
      • printer setup/support
      • database setup/maintenance/support
      • network setup/support
      • scanner setup/support
    • any other service not directly related to the function of the Bundle-Track software itself.

    Terms and Fees for Contract Support

    Desktop Edition:

    Contract Support is not available for Desktop Edition.

    Users have unlimited access to our Free Self-Support Area, and may call on our Billable Professional Services.

    Network Edition:

    • One-Year License:
      No Fee. The One-Year License includes Contract Support.
       
    • Permanent License:
      Contract Support is available with continuous payment of Annual Contract Support Fees. The fee amount depends upon the number of User Seats in the system:
      • One User Seat: $1,111.
      • additional User Seats: $432 each.
      You can make payments online here.
      Purchasers who miss payments are denied Contract Support benefits until the missed payments are made.

    Accessing Contract Support

    When you contact us for Contract Support, we urge you to have the following information at hand to help us help you as quickly as possible:

    • Your Company Name and Contact Name
    • The version number of the Bundle-Track product you are using.
    • The type of hardware that you are using (CPU and printer).
    • A description of the problem and what you were doing when it occurred.
    • The exact wording of any relevant messages that appeared on your screen.
    • A description of how you tried to solve the problem.
     

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