Why do
I need support plan
Purchase
support plan
Phone Support
What
does the support plan cover
Support
without a support plan
Support Overview
All of our products come with 30
days of free technical support and program updates.
30 day support is applicable for new license purchase only.
After 30 days, you will need to be on a support plan for us
to be able to provide technical support. We do not charge
for answering a quick question by phone or email - typically
less than 15 minutes. Support Plan include one full year of
support.
In addition to technical support, Atandra
offers program updates that allow you to continue to get the
latest and greatest features of the program for one small
annual fee. Keeping your software up-to-date is the only way
to insure that your business operations will run smoothly
along with other updates for other softwares.
Why
do I need a support plan?
Most of our customers purchase an annual support contract
to ensure ongoing support beyond 30-day period. Purchasing
an annual support contract ensures:
* You can get help if you have a question
about our your installation, process or any data related issues
* Get periodic updates on our software that are released throughout
the year based on customer feedback and newer versions of
compatible products
* Updates in T-HUB software may be necessitated
by changes on your Ecommerce shopping cart, QuickBooks, Shipping
softwares and windows versions.
* Your Support plan fees help Atandra maintain the high level
of support that your business depends on.
Technical support is offered through our HelpDesk. All registered
customers are advised to setup a profile on our HelpDesk system,
this will expedite tech support process. Once you have submitted
a ticket, it gets assigned to a member of our support team.
All support tickets get a response within the same business
day. Atandra will call you for further clarifications or a
follow-up. Our support team works regular business hours (Mon
through Fri 9am to 6pm EST). The HelpDesk system is always
available online.
| Purchase Support
Plans for T-HUB |
| 1 Year Support plan for
T-HUB Standard |
$200 |
|
| 1 Year Support plan for T-HUB Professional |
$250 |
|
| 1 Year Support plan for T-HUB Advanced |
$300 |
|
Can I purchase annual support plan
at a later time if and only if I do have a need for support?
You can certainly purchase support for a
year at any time. The support plan will cover support needs
that occur after you have purchased the support plan.
Can
I pick up the phone and call for direct phone support?
We love to talk to all customers to better
understand your processes and pain points so we can continously
improve our products and service. Our goal is to provide most
optimum and efficient support to all customers while keeping
the cost down. You are welcome to call us for any emergency
support needs. In most cases we recomend that you submit a
support ticket. Just so you know, we have implemented this
email based ticketing
and support system for the following reasons.
* Email support allows us to see the hstory
of every support interaction with you so we can refer to previous
inquiries easily.
* Quicker turnaround as some questions can be answered in
no time using predefined responses (commonly asked questions
or common setup issues). This translates to lower costs (that
benefit everyone) and quicker responses for you.
* You can easily refer to our instructions and do it at your
own pace or refer it again if you come across the same issue
later.
* No need to schedule an appropriate time to call you back
or put you on hold when we research solutions or busy helping
other customers.
* Sometimes we need to include web links in our responses
which is much easier done over the ticketing system emails.
* Interaction with all customers builds our knowledgebase
which feeds into providing better support and improving the
product.
* We can automatically lookup your account history and spare
you the hassle of providing the same information everytime
like your license code, purchase date, current support plan
status.
What
does the support plan cover
Your support plan covers the following
* Any issue with the functioning of T-HUB
software in your installation. Issues can include connection
with online channels, downloading of orders, connection with
QuickBooks, Shippping labels or any other supported feature
in the product.
* Help on questions related to usage of
certain supported features in the product
* Any data discrepancy between online channels,
Shipping or QuickBooks
* Help with configuration settings in T-HUB
* All T-HUB program updates for new features,
support for newer versions of QuickBooks, shopping carts and
shipping services.
Support plan does not include "service
time" for reinstalling and configuring everything in
the product again. Please see step 1 for taking a backup of your current T-HUB database before installing on new computer.
We understand sometimes you may have a
computer crash or have a new computer to use and would want
to use T-HUB on another computer. Support plan will help with
any issues relating to installtion of the product. It will
not cover the request to connect to your computer and install
and configure everything again. Should you need to have our
service to connect and reinstall and configure everything
as per your requirements, you can purchase the 1 hour billable
support time as explained below. If you need to have T-HUB
on one computer, it would require 30 min billable time. If
you need T-HUB to be configured from multiple computers then
it would need 1 hour billable time.
Click here
to purchase 1 hour of billable support time if you do not
have active support plan and need support time from Atandra.
Once you have purchased billable time, please click here to
submit a support ticket
to request support session..
What if I do not have a support
plan but need support?
We will answer your questions and point
to resources available to best help you resolve your issue
without any charge for up to 15 minutes. Additional support
time can be purchased on hourly billable rate of $150/hour
prorated to the next 30 min interval. Support time od 25 mins
will be billed for 30 mins and support time for 40 min will
be billed for 1 hour
Click here
to purchase 1 hour of billable support time if you do not
have active support plan and need support time from Atandra.
Once you have purchased billable time, please click here to
submit a support ticket
to request support session..
All product licenses are covered by our 30-day no-questions-asked
refund policy. If you are not satisfied with our product,
you can just ask for a full refund. Note the refund only applies
to product license costs and support plans, it does not apply
for the setup and training service if setup and training is
already completed by the Atandra Staff.
