Annual Support
Agreement Highlights

Sage

No Support Plan
  • Special project, telephone, online, or onsite service rate: $250 per hour plus one way travel
Silver Support Plan
  • Unlimited telephone support calls and live web support for new issues (see terms)
  • Support covering error messages in Sage and the ACC Custom Programming
  • Support help in troubleshooting DTS and login issues
  • Top assistance from a qualified support analyst for new issues
  • Option of case submission via e-mail or fax
  • 8 hour callback policy: Support calls are guaranteed to be returned within 8 business hours (payroll issues will receive immediate service)
  • Special project onsite rate: $185 per hour*
  • Annual year-end newsletter
Gold Support Plan
  • All items in the Silver Plan
  • Priority access to a support analyst
  • 4 hour callback policy
  • Annual backup / offsite
  • 10% discount on training in our Cherry Hill, NJ training center, online training, and any public class we are hosting
  • Special project onsite rate: $175 per hour*
Black Support Plan
  • All items in the Gold Plan
  • An assigned consultant–with a direct dial number–for personal support
  • 2 hour callback policy
  • Monthly backup / offsite
  • Download and install service packs†
  • 20% discount on training in our Cherry Hill, NJ training center, online training, and any public class we are hosting
  • Special project onsite rate: $155 per hour*

Microsoft FRX

No Support Plan
  • Special project, telephone, online, or onsite service rate: $250 per hour plus one way travel
Silver Support Plan
  • Unlimited telephone support calls and live web support for new issues (see terms)
  • Support covering error messages in FRx and the ACC Custom Programming
  • Support help in troubleshooting DTS and login issues
  • Top assistance from a qualified support analyst for new issues
  • Option of case submission via e-mail or fax
  • 8 hour callback policy: Support calls are guaranteed to be returned within 8 business hours (payroll issues will receive immediate service)
  • Special project onsite rate: $185 per hour*
  • Annual year-end newsletter
Gold Support Plan
  • All items in the Silver Plan
  • Priority access to a support analyst
  • 4 hour callback policy
  • Annual backup / offsite FRx specification sets
  • 10% discount on training in our Cherry Hill, NJ training center, online training, and any public class we are hosting
  • Special project onsite rate: $175 per hour*
Black Support Plan
  • All items in the Gold Plan
  • An assigned consultant–with a direct dial number–for personal support
  • 2 hour callback policy
  • Monthly backup / offsite FRx specification sets
  • Download and install service packs†
  • 20% discount on training in our Cherry Hill, NJ training center, online training, and any public class we are hosting
  • Special project onsite rate: $155 per hour*

†Must be on the latest version to receive service pack downloads.

*Support hours are 9 am to 5 pm EST, and all work performed after hours will be billed at the special project rate.

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