Office Timesheets Maintenance & Upgrade Protection Plan
With each purchase of the self-installed version of Office Timesheets, the customer
is given the opportunity to purchase an Annual Maintenance & Upgrade Protection
Plan for their Office Timesheets installation. For Office Timesheets On Demand users,
the Maintenance & Upgrade Protection Plan is included in each monthly billing cycle.
The Office Timesheets Annual Maintenance & Upgrade Protection Plan is a two-fold
service plan including technical support for the Office Timesheets software product
as well free Office Timesheets upgrades for the plan duration.
While covered under the Annual Maintenance & Upgrade Protection Plan, customers
can receive technical assistance with their Office Timesheets installation via the
following methods:
1. Unlimited 24 hour a day, 365 days a year, access to Lookout Software's
online support knowledge base. The online knowledge base includes FAQs on the usability
of Office Timesheets as well as common technical scenarios that may be encountered
while using Office Timesheets.
2. Online interactive trouble-ticket system. Submissions are accepted 24
hours a day, 365 days a year. Trouble-tickets submitted are reviewed during normal
business hours (Mon - Fri, 9am - 5pm CST) and responses are generally received within
2 hours or less (if received during normal business hours).
3. Phone support - Phone support is available during normal business hours
(Mon - Fri, 9am - 5pm CST). Escalation of a particular trouble-ticket to phone support
is solely at the technical support department's discretion. In order to have a technical
issue addressed over the phone, one must have already submitted an online support
ticket.
**Note that Maintenance & Upgrade Protection may not be purchased for a segment
of an installation. If purchased, all licenses within the installation must be covered**
Free Office Timesheets Upgrades
In addition to the 12 months of technical support assistance outlined above, the
purchase of the Annual Maintenance & Upgrade Protection Plan also includes, free
of charge, all Office Timesheets updates and upgrades released during a customer's
12 month plan period. Customers who self-install Office Timesheets and elect to
not purchase an Annual Maintenance & Upgrade Protection plan with the purchase of
their original Office Timesheets licenses may opt to purchase the Office Timesheets
upgrades at a later date at $49.95 per license.
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