Support Policy
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QuickScan Client Support Policy

Effective December 1, 2003

Non-Continuing Service Plan (CSP) Clients

First Thirty Days

Original purchasers of the QuickScan programs will be entitled to unlimited technical support for the first 30 days after the purchase date. All long distance phone expenses will be the responsibility of the QuickScan user (client) and users will be invoiced for phone expenses incurred by Broadcast Data Systems on their behalf. Technical support will be limited to the QuickScan products.

Post Thirty Days

Original purchasers of the QuickScan main programs will be entitled to One (1) instance* of technical support per month per main program installation. File corruption issues resulting from poor computer maintenance, improper use of the program or Acts of God (power surge or dropout, computer crashes, etc.), where we are called upon for assistance may be considered beyond the scope of the free technical support entitlement. This determination shall be at the sole discretion of Broadcast Data Systems. All long distance phone expenses will be the responsibility of the QuickScan user (client) and users will be invoiced for phone expenses incurred by Broadcast Data Systems on their behalf. Technical support will be limited to the QuickScan products.

Any technical support calls beyond to the monthly free instance entitlement will incur a charge of $50.00 per instance plus any phone expenses incurred by Broadcast Data Systems. Technical support calls, beyond the monthly free instance entitlement, during non-business hours (8:00 AM to 5:00 PM Central Standard Time), will incur a charge of $100.00 per instance plus any phone expenses incurred by Broadcast Data Systems.

Email support is always free with no limitation on instances. All email queries will be responded to promptly.

Reports of a "bug" or QuickScan fault shall not be counted as a support instance. This determination shall be at the sole discretion of Broadcast Data Systems (many problems that QuickScan users may experience are the result of a problem with their computer system whereas other QuickScan users have not reported this particular problem and the problem could not be reproduced). Broadcast Data Systems accepts no responsibility for improper QuickScan installations, faulty computer or network setups, poorly maintained systems, under powered systems or any computer problems that are not related to the QuickScan programs.

* An "instance" is one particular problem or issue, which may not be limited to any number of phone calls to resolve. Multiple issues discussed on one support call may incur multiple "instance" charges.

Service Updates

"Bug" fixes and service updates will be made available to QuickScan users but it is the responsibility of the user to order and install these. Fixes and "service" updates are always free when they can be delivered electronically. QuickScan users may also obtain a setup disk (CD) with the latest service update for a minimal fee of Twenty Dollars (which includes shipping and handling). Installing a service update does not vary the technical support policy in any way.

QuickScan users may email us for information regarding the most recent QuickScan service update available.

Purchasing a "features" update entitles the update purchaser to an additional 10 days of unlimited technical support and phone training. All long distance phone expenses will be the responsibility of the QuickScan user (client) and users will be invoiced for phone expenses incurred by Broadcast Data Systems on the their behalf.

Important Note: Technical support and updates will not be available to clients with outstanding invoices that are past due.

All policies are subject to change without notice.

Continuing Service Plan Clients (see also: CSP page)

The Continuing Service Plan (CSP) will vary from client to client and the monthly cost is based on the number of QuickScan seat licenses that are owned by the client and the actual services that are negotiated.

The following are some CSP features:

bulletAll benefits of the Non-CSP clients
bulletUnlimited phone technical support and training (All phone expenses will be the responsibility of the QuickScan user (client) and users will be invoiced for phone expenses incurred by Broadcast Data Systems on the user’s behalf).
bulletFree "feature" updates as they become available ("service" updates are always free)
bulletCSP members will be contacted directly regarding the availability of service updates.
bulletUpdates, maintenance and diagnostics performed via direct computer link to the client’s system
bulletFree on-site installation, training and maintenance – one-day visit per three-month period per main program site. All travel and accommodation expenses are the responsibility of the CSP client (on-site calls incur a $500.00 per diem charge for non-CSP clients).
bulletA 25% discount on additional seat licenses for network stations, remote-logging applications (QuickScanJr Plus) and main program hub sites are available to CSP clients after two months of CSP membership.
bulletThe CSP contract is available for one-year terms and is subject to re-assessment whenever additional seat licenses are obtained.
bulletCSP tailored to individual client needs

Call for a written CSP proposal.

Thank you very much for using the QuickScan news logging software. Client service has always been our primary concern and we feel that the above policies reflect our commitment to ensuring that all QuickScan users enjoy the most versatile, trouble-free and cost-effective computer application solutions available.

 

Contact: Email   *  PO Box 182 * Kingston Springs * TN * 37082-0182 *  USA 
Telephone 1.615.646.5098  *  FAX 1.615.646.0327
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