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Support & Training Policy

Since our inception in June 2001, we have worked with many customers, each with their own needs, expectations and preferred method of learning. Because of this success we find it necessary to revise and formalize our software support and training policy.

 

ACCESS Consulting defines Technical Support as "Knowledgeable people assisting the users of our software products".   Our software programs have been designed to be as user friendly as possible - requiring that you only enter information into Excel, and "teach" the program about your background and titles, and the Agencies for which you work.  Therefore, our technical support services have been designed to help you solve a specific problem that you are having with a product - rather than providing training, customization, or other training services, such as Excel training, or what is really considered to be IT Services/Computer Consulting - so, the word "assisting" in this definition is extremely important.

  • Your software does not come with free telephone based support. 
  • If you call us and we have to "teach" you to use our software, "walk you" through setup, which has been documented in the "User Manual" or found in the in-program Help, train new employees that you hire, or provide Excel training - that is, indeed, considered training - and is billable to you.  (See Paid Training)

 

Our Support Policy does include provisions for Free Support, Free Training, Paid Training, and Program Maintenance.

 

Free Support

Free support is by email only (info@accessconsulting.us).  We want to assist you as soon as possible, but we cannot guarantee a specific turnaround time.  In most cases you should hear something back from us within one (1) business day. 

 

The most important step that you would undertake to understand about getting help from technical support people is the amount of detail that you will need to supply to them.  Whenever you get an error message, be sure to write down EXACTLY what it says".  Better yet, use ALT -> Print Screen to copy a screen to the clip board, and then use Paste (CTRL -> V) to paste the screen into a Word document or directly into an email.

 

"It doesn't work" or "It isn't right" will generally not get your problem solved quickly and efficiently.

  • Initial Support:  We offer FREE technical support covering installation, set-up, integrations, and implementation of the software with Excel, valid for 30 days from the date of purchase - we will be happy to answer any questions you might have. 

  • Initial Training:  For EdEval and SpeechEval, we offer 2 hours of free initial training.   If you purchase both programs together as a package, we offer 3 hours of free initial training.  Prior to contacting Support, and in order for our support team to better serve you, we strongly urge you to take the time to go through the User Manual.

  • Free Year of Product Updates/Enhancements:  ACCESS Consulting will gladly maintain your existing product under the following conditions.  For the first year of use, you will receive free updates to your product, including but not limited to:  changes to reporting formats, compatibility updates for the newest version of Excel, and any minor product enhancements that may result during this time.  You receive these updates by accessing our website’s download page using your user login and password.  Your user name and password are assigned at purchase time.  You will receive an email notice whenever a new version of the software is available.

  • Errors & Bugs:  It is through our customers feedback that our products evolve with enhancements and upgrades.  Software errors happen and we will find a solution for you!  Support applies to the first year of ownership for the product(s) you have purchased, and continues by an Annual Maintenance Agreement for any year, thereafter. (See Software Maintenance)

  • On-Line Training, Support, & Resource Area:   Our On-Line Support, Training, & Resource Area is designed for user self-help, and contains common problems, common error messages, troubleshooting resources, links to articles containing Excel techniques, basic Excel training articles, etc.  Our support staff has worked very hard to provide you with the most up-to-date information available on common problems and error messages.  The Training, Support, & Resource Area is coming soon.

  • On-Line User Support Forum on Facebook:  For basic, ongoing, free lifetime support, use our User Support Forum on Facebook.  Through the use of our Support Forum, you may ask questions, request enhancements, and post questions about problems that you are experiencing.  You do not need to use our products in order to use this forum.  Posts are usually answered within a business day. 

Paid Training and Support

It is understood that not all questions/problems can be addressed through free training avenues.  Therefore, additional training options are available through the purchase of Paid Training/Support contracts.  All contracts are valid for a period of one (1) year from date of purchase.  See Order Form for current pricing.

NOTES:

1.    Training / Support Plans may be purchased directly, either when you initially purchase your software, or at a later date.  

2.    You must have an active Maintenance Agreement in order to purchase Training / Support plans

3.    All Training / Support Plans are via telephone, or Internet chat / conference.  Additional charges apply for on-site Training / Support.

Maintenance

ACCESS Consulting feels strongly about maintaining your original program - it is easier for us and more affordable for you.  Therefore, maintenance will be billed annually, at the beginning of the month of your original purchase, and will be effective for an entire year.   Maintenance includes, but is not limited to:

  • Compatibility updates for use with new versions of Excel.

  • Changes to reporting formats, including the addition of new reports.

  • Minor Product enhancements/new features based on customer feedback.

Product updates are available from our Website download page, which can ONLY be accessed using your assigned username and password.

 

See the Order Form page for current Maintenance pricing.

 

Maintenance Invoices which remain unpaid after 45 days, indicate that service and/or updates are no longer desired, and your access to the downloads page will be discontinued.   Delinquent accounts are subject to a reactivation fee, PLUS any past due maintenance fees, to bring your account with us current.