The ADS Support Department has over 25 combined years
of experience in providing the highest level of customer support available. All
support engineers are experts with all ADS applications and most are certified
Microsoft application or network engineers.
Hours of support are 9:00 am to 6:00 pm Central Standard Time (CST), Monday
through Friday. Calls or emails for support after 6:00 pm or on Saturday or Sunday will be handled
the next business day.
ADS support plans are priced as follows:
|Single User, Single Site:|| $150.00 per Quarter or $500.00 annually|
|Network, Single Site:||$220.00 per Quarter or $700.00 annually|
|Additional sites:||$70.00 per Quarter or $220.00 annually|
|Per Minute (no contract)||$3.00 with a 15 minute minimum (Credit card required)|
Support is provided to customers in several different ways:
1. Telephone support - for immediate and/or major problems. (application outage, printers issues, or system access failures)
2. Instant Messaging - customers may send instant messages through ICQ, AIM or MSN Messenger.
3. Email to firstname.lastname@example.org
4. For our Rent-Ware Windows Web customers, remote access to the customer's
application is used to speed problem resolution and provide application-training if needed.
5. Coming Soon Online "chat" forum.
Terms and Conditions
The following terms and conditions apply to ALL support plans.
Response Time: Our goal is to respond to support questions within one
business day, and in practice our responses have generally been much faster
than this. Based on number of customers in queue, we cannot promise or
guarantee any specific response time.
- Problem Resolution: ADS will attempt to resolve your
problem or answer your question using our standard support procedures. The
wide ranges of possible environments in which our products are used and
the amount of information you provide us affect our efforts to assist you.
As a result, we cannot guarantee that we will resolve your problem only
that we will review it and provide you with any information or suggestions
we believe will be useful. While we always welcome your input, the final
determination of whether a problem should be resolved by providing
information to you about how to use the product to meet your needs, by
modifying our product to address a problem, by suggesting a workaround, by
adjusting the documentation, or by some other method, is solely up to us.
We also reserve the right to close a support issue at our discretion if in
our judgment we cannot provide any additional useful information despite
- Bug Fixes: If we find a bug or documentation
error in one of our products in the course of resolving your problem we
will address it as part of our normal maintenance procedures. We do not
provide bug fixes to individual customers for specific problems.
- Problems in ADS Applications, Rent-Ware Windows Client, Rent-Ware Windows Web or the Insurance
Connection Online product: When you report a problem to us we will work
with you to determine if, in our best judgment, the problem is related to
our product or to another company's software or hardware, or to another
computer. If we determine that the problem is not with our product then we
will not be able to assist you further to resolve it, except to the extent
that we may be able to suggest how to use our product's features to work
around the other product's limitations. If the problem appears to be a
conflict with another specific product and you have a support contact for
that product, we will attempt to work with the other manufacturer to
resolve the issue if in our judgment they are responsive to us.
- Requests for Information and Testing: In order to understand your question
or problem, we may need additional information from you. If this
information is not provided responsively and in a timely fashion, we may
not be able to assist you further. We may also ask you to perform tests or
other experiments. While we will do our best to make these non-destructive,
we cannot know the conditions on your system. It is up to you to review the instructions you receive, ask
clarifying questions if necessary, keep backup copies of all programs and
data, and verify that the tests or experiments we request or the solutions
we offer will not cause problems in your environment.
- Products: These plans apply only to products created and published by Argo Development Systems, Inc. They do not apply
to products of other companies, which Argo Development Systems, Inc. sells
or resells. In addition, Extended Support is not available for
"legacy" products to which we are no longer adding major new features (Accelerent).
- Upgrade Types: Our products are upgraded through
maintenance releases designed to fix minor problems or improve
compatibility, and major upgrades, which contain enhancements and
additional features. A release is designated as a maintenance release or
major upgrade at our discretion.
- Instant Messaging and Email Access: The electronic resources you use to
connect to our support staff (ICQ, MSN Messenger, AIM, email boxes, etc.)
are hosted by third parties and are not fully under our control. While we
work with our third party providers to keep these resources available to
you, their availability and our ability to access them in order to respond
to you are not guaranteed.
The following terms and conditions apply all levels of Support:
- Plan Term and Renewals: Support is purchased on a quarterly or annual
basis. Service begins the day ADS charges your credit card or invoices you
for the support plan, and terminates the previous day of the quarter/year,
one quarter/year later. For example, if your order is processed on September 5, 2005
then your plan year ends on September 4, 2006, unless the plan is renewed prior to that date. At
Argo Development Systems, Inc.'s discretion, renewal rates may change
without out prior notice.
Email and Telephone Support: You may request Support via instant messaging, email
or telephone. In most cases telephone is the preferred method and will give you
the fastest response time. If you leave a voice message, please give us your
name, company name, return phone number and a short description of the reason
for your call.
The following disclaimers and
limitations apply to all support plans:
DISCLAIMER: We disclaim any and all warranties for all support provided under any of our support plans,
express or implied, including any implied warranties of merchantability or
fitness for a particular purpose. You assume full responsibility for the
implementation of any suggestions you receive from us, for the results thereof,
for keeping backup copies of all programs and data, and for the safe conduct of
any tests we request on your system.
LIMITATION OF LIABILITY: In no event shall we be liable, in connection with any support,
software, or other materials or services offered or provided to you under any
support plan, for: (a) any incidental, consequential, or punitive damages
whatsoever; or (b) for any amount in excess of the most recent annual fee you
have paid us for your support plan, if any, over and above the purchase or
upgrade price of your software.
Support Plans Subject to Change: All terms of, rates for, and services provided under any support plan
may be changed at any time by Argo Development Systems, Inc. at our sole
discretion, and are not guaranteed, and any plan may be eliminated or
discontinued at any time at our discretion. However, we will not discontinue or
change the terms or services for support plans for which you have paid an
annual fee except at renewal time, or when, in our best judgment, the new terms
and services are equal to or better than the previos terms and services.