INFOMAC Support
We provide support for all
our spreadsheets, whether Standard, Amended Standard or
Bespoke, providing our spreadsheets have not been
altered by any other than INFOMAC.
For
Standard Spreadsheets
For Amended Standard and Bespoke Spreadsheets
Support
for our Standard Spreadsheets
Support
Availability Times
As we rarely get support calls, we do not
have dedicated support and so, at times, may have to
arrange with you to call you back at a mutually
convenient time.
Support Categories
Support falls under two
categories, 'how to use' and 'design problems'.
'How to Use' Support
We do provide basic help built into all our
standard spreadsheets and in the case of some of our spreadsheets, some
accounting knowledge would be an advantage.
But if required, we do offer further advice
on how to use our spreadsheets under this support.
'Design Problems' Support
We do spend time testing our spreadsheets
and some clients test them on our behalf.
Occasional after release,
errors are found, either because we have not tested every scenario, or
we have fixed another problem which has a knock on effect.
We could test every
scenario with each spreadsheet prior to first release, or after any
future fixes, but this would just increase the cost you pay for these
Standard Spreadsheets.
Providing our Standard Spreadsheets are not
been altered in any way since we dispatched them, these 'Design
Problems' are fixed for free.
Cost of Support
For the First 30 Days (Standard Spreadsheets only).
We offer FREE REMOTE
SUPPORT
for the first 30 days from the date of delivery
(the date of delivery is deemed
to be five days from the date of dispatch).
After the First 30 Days.
After the first 30 days from the date of
delivery (the date of delivery is deemed to be five days from the date
of dispatch), we charge for Remote Support.
Remote Support has to be purchased in
advance to the support being given.
Known as Remote Support Credits, they are
purchased in 60 minute units and credited to your account with us.
The cost of a Remote Service
Credit Unit is £30 + vat if purchased at the same time as
a spreadsheet, or £40 + vat if purchased separately.
As and when you use our
Remote Support, we will deduct the number of minutes
used from your account with us.
A Remote Service Credit Unit
can be used for any of our spreadsheets.
If the support incident
relates to a 'Design Problem' (see above), the
support incident is free.
Support Methods
This can we in the form of:
Telephone only.
As it says,
just the telephone. Ideal for guidance on how to use a
spreadsheet.
But if there is a problem with the
spreadsheet, it quite often helps if we can see what you are explaining
at the same time.
We cannot fix any problems with our
spreadsheets over the phone.
Telephone and Remote Access to your computer.
It always helps if we can see what you are
seeing when providing support.
Remote Access Software allows an invited party to access your computer
and is completely secure.
The invited party can then see what you
can see on your screen along with being able to move your mouse cursor
and enter keystrokes as if the invited party is sat in front of your
computer.
We recommend a FREE service from LogMeIn.
See
www.logmein.com for
more information.
For instructions on how to set this up on
to your computer,
click here.
We will only log on to your computer when
invited to do so. You can disable this facility via your computer
system tray (where your computer clock is) and only enable it in the
event of requesting support.
Telephone and a copy of your spreadsheet sent to us.
It always helps if we can see what you are
seeing when providing support.You
could send us a copy of your spreadsheet either attached to an e-mail
(if under 5MB in size) or on a CD.
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Support
for our Amended Standard and Bespoke Spreadsheets
Support
Availability Times
As we rarely get support calls, we do not
have dedicated support and so, at times, may have to
arrange with you to call you back at a mutually
convenient time.
Support Categories
Support falls under two
categories, 'how to use' and 'design problems'.
'How to Use' Support
We do normally leave basic help built into
all our standard spreadsheets when amended.
But if required, we do offer further advice
on how to use our spreadsheets under this support.
'Design Problems' Support
When we make amendments to our Standard
Spreadsheets or design Bespoke Spreadsheets, we do test features as we
go along, but in the nature of designing spreadsheets with the numerous
formulas, we cannot guarantee that these spreadsheets will be error
free.
Also, if a
client wants an error free spreadsheet, the cost would just be too
great.
The best way
to test an Amended Standard or Bespoke Spreadsheet to is let the end
users test it during and at the end of the design period.
Cost of Support
Remote Support.
Remote Support has to be purchased in
advance to the support being given.
Known as Remote Support Credits, they are
purchased in 60 minute units and credited to your account with us.
The cost of a Remote Service
Credit Unit is £30 + vat if purchased at the same time as
a spreadsheet, or £40 + vat if purchased separately.
As and when you use our
Remote Support, we will deduct the number of minutes
used from your account with us.
A Remote Service Credit Unit
can be used for any of our spreadsheets.
If the support incident
relates to a 'Design Problem' (see above), the
support incident is free.
Onsite Support
Onsite Support is
invoiced at the end of each week or at the end of
the project, whichever comes first.
We charge as follows:
Within 100 miles of our offices (excluding within the M25)
minimum of 4 hours per visit
|
£60.00 + VAT per hour |
Over 100 miles of our offices and within the M25
minimum of 7 hours per visit
|
£70.00 + VAT per hour |
Accommodation & Subsistence costs
if
required
|
At Cost + VAT |
Mileage
if
over 50 miles from our offices
|
20p + VAT per mile |
Support Methods
This can we in the form of:
Remote Support
Telephone only.
As it says, just the telephone.
Ideal for guidance on how to use a spreadsheet.
But if there is a
problem with the spreadsheet, it quite often helps if we can see
what you are explaining at the same time.
We cannot fix any
problems with our spreadsheets over the phone.
Telephone and Remote Access to your computer.
It always helps if we
can see what you are seeing when providing support.
Remote Access Software
allows an invited party to access your computer and is completely
secure.
The invited party can
then see what you can see on your screen along with being able to
move your mouse cursor and enter keystrokes as if the invited party
is sat in front of your computer.
We recommend a FREE
service from LogMeIn.
See
www.logmein.com
for more information.
For instructions on how
to set this up on to your computer,
click here.
We will only log on to
your computer when invited to do so. You can disable this
facility via your computer system tray (where your computer clock
is) and only enable it in the event of requesting support.
Telephone and a copy of your spreadsheet sent to us.
It always helps if we
can see what you are seeing when providing support.
You could send us a copy
of your spreadsheet either attached to an e-mail (if under 5MB in
size) or on a CD.
Onsite Support
We are available to come
to you to provide support for our spreadsheets.
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