AccuLite Priority Support Plans

What is Priority Support
Platinum Priority Plan
Silver Priority Plan
New Customer Support
Pay Per-Incident Support
Terms of Service

What is Priority Support?

Priority Support provides you with great benefits including phone and direct email support, fast response time, and for the Platinum Plan, free software upgrades. There are several options to choose from. The description on each plan and its benefits appear below.

Our goal is to respond to Priority Support requests within the same business day they are received. In most cases, Priority Support cases are answered immediately.

AccuLite Platinum Plan

The AccuLitePlatinum Plan is the highest level support plan we offer with AccuLite and it includes the following benefits:

1. Free major upgrades (e.g. upgrade from AccuLite version 5 to 6).
2. Free maintenance updates (e.g. update from AccuLite 5.00 to 5.01) - via web download.
3. Unlimited phone and email support.
4. One hour of AccuLite online training and consultation ($150 value).
5. Ability to budget your your AccuLite spending to a known annual amount.

Note: The Platinum plan can only be ordered with new software order or with a paid upgrade order.

Here are the annual subscription fees for the AccuLite Platinum Plan:

AccuLite Silver Priority Support Plan

The AccuLite Silver Priority Plan is designed for the individual AccuLite users who expects to occasionally need telephone and email support on a priority basis. The Silver Priority Plan includes:

• 10 Priority Support Units valid for one year. These can be used towards phone and email support.
• One hour of AccuLite online training and consultation ($150 value).
• Unlimited life-time support via the AccuTrack on-line Support Forum.
• Free maintenance updates via the web (when available).
• Annual subscription fee is $269 if you order the plan with your software or if you renew the plan before it expires. If you order the Silver Priority Support plan after you order your software or if you do not renew it before its expiration date, then the fee is $299.

New Customer Support

New customers of AccuLite receive 5 free Priority Support incident units for use during the first 30 days following the date of software delivery. These free units are only provided to new clients and are not applicable to upgrades of AccuLite .

Pay per-incident Support

If you do not have a Priority Support Plan and require emergency support, you can either order a Priority Support Plan or pay per-incident. Pay per-incident support is provided online, by telephone, and via e-mail. The cost is $95 per Support Unit used. A Purchase Order or credit card payment is due at the time service is rendered.

Terms of Service

Telephone support is available from 9:00 a.m. to 5:00 p.m. EST Monday through Friday.
Our goal is to respond to all Priority support calls and emails within 1 business day. In many cases the response is almost immediate.
A Support Unit is 30 minutes of our staff time.
Any part of a Support Unit used counts as a full Unit.
Minimum one support unit per call or e-mail message.
Callbacks outside the U.S. and Canada are billed an additional $1.50 per minute.
Unused Support Units under all Plans expire one year from date of purchase.
Platinum and Silver support plans start on the day the software is delivered and expires one year from the delivery date. These plans can be renewed any time before their expiration.
Silver plan renewed before its expiration is eligible for the discounted subscription fee.
The Platinum subscription is only available with new software orders or with software upgrade orders. The plan must be renewed before it expires for continued eligibility.
Free maintenance updates are delivered via the web only. Subscribers of the Platinum plan will get major upgrades via web download. CD option is available for a small fee.
Prices and terms may change without notice.

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