Frequently Asked Question  
Subject: How does your maintenance program work? When does it expire?
Status: Publish
Category: Tracker Suite
Request Type: Lotus Notes Support

A: 90 Days after install


Q: When does it expire or come up for renewal. Here's an example:
Say we install Project Tracker at the beginning of October, 90 days later our
free support is up. Does this mean that January 1 we owe you maintenance &
support  fees- do you send a bill?

A We usually bill the initial year of support up front (18%) so you have 15 Months of support to begin with. At the end of a year we send you a note that your maintenance is expiring 30 days before your maintenance expires we send you and invoice. If the invoice is paid or approved and in your system then your support is continued.




Q: How does the maintenance & support  process work? What exactly is our coverage?

A: You receive all upgrades for products and documentation, and unlimited phone support for 1 named caller.

   The pricing sheet shows that prices of the packages - OK, and then on another
  page quotes installation fees.  We expected that installation fees would be
  included in the price of the package we select. Is installation assistance
  extra?

A:  We like to do the initial install and configuration we have found that this helps to insure success and knowledge transfer. Our on site installation is $2,500 + travel for 3 days of installation and training. If you want phone install and configuration that is free.

Q: The pricing sheet quotes that 90 days of support is available from the date of
installation - free.
And, that the maintenance & support cost is 18% of the purchase. When does the maintenance support period kick in?


A: 90 Days after install


Q: When does it expire or come up for renewal. Here's an example:
Say we install Project Tracker at the beginning of October, 90 days later our
free support is up. Does this mean that January 1 we owe you maintenance &
support  fees- do you send a bill?

A We usually bill the initial year of support up front (18%) so you have 15 Months of support to begin with. At the end of a year we send you a note that your maintenance is expiring 30 days before your maintenance expires we send you and invoice. If the invoice is paid or approved and in your system then your support is continued.




Q: How does the maintenance & support  process work? What exactly is our coverage?

A: You receive all upgrades for products and documentation, and unlimited phone support for 1 named caller.

   The pricing sheet shows that prices of the packages - OK, and then on another
  page quotes installation fees.  We expected that installation fees would be
  included in the price of the package we select. Is installation assistance
  extra?

A:  We like to do the initial install and configuration we have found that this helps to insure success and knowledge transfer. Our on site installation is $2,500 + travel for 3 days of installation and training. If you want phone install and configuration that is free.