Ob-serve can supply three different levels of support
service tailored to the user's individual requirements. All levels offer
the friendly expert advice that existing customers have come to rely on!
Support Level
Support Services Available
Gold
Silver
Bronze
Technical assistance relating to software installation, set-up
and operation. This also includes assistance for issues relating
to VAT regulation adherence and accounting procedure and practice.
Maximum number of support incidents:
Unlimited
15
5
Software updates required due to changes in government legislation
Help at hand to recover any damaged Ob-serve data that may result
from attack by computer viruses or other hard/floppy disk corruption
Software updates in relation to maintenance items(issued at
Ob-serve's discretion)
Journals service to record your accountant's adjustments
Free product enhancement upgrades(produced at Ob-serve's discretion)
Additional back-up accountancy and tax advice helpline
Discounted prices on new Ob-serve products and services
Annual Fee (excluding
VAT)
£230
£145
£115
For all services the following conditions
apply:
The support contract telephone
number is +44 (0)1905 842000. The service
will be provided between 9am and 5pm Monday to Friday UK Time (excluding
English public holidays). A stand-by 'emergency call back' service may
also operate in the period between Christmas and New Year.
A message service will operate
for customers unable to reach a support representative on their first
call. Ob-serve will then return calls to these individuals (avoiding
long periods of call holding and queuing often associated with other
computing companies).
Following the initial telephone
call, support may be dealt with by telephone, mail, fax, e-mail as determined
appropriate by Ob-serve support personnel.
Incidents relating to any bugs
discovered in the program will not count as part of any allocation of
support incidents.
Whilst an attempt will always
be made to advise with issues relating to the malfunction of computer
hardware, operating systems and printers etc, Ob-serve is not deemed
responsible for solving issues concerning these items.
If the maximum number of incidents
is exceeded before the end of the support period, a new 12 month contract
on the next level of support will be commenced for you automatically
from that point.
