Home Support How Do We Provide It?
How Is It Provided?

We are committed to providing clients with a full range of technical expertise to help them with their support problems and questions.

   
Scope
The support request should concern CARAT software, third-party software or hardware that we installed or sold to you. If the problem arose from other sources, we can recommend a quick solution and direct you to consult the vendor that provided the product for further analysis and resolution.
   
Technical Support
 If there is a problem with your program and you have a active support plan with us, you will receive our assistance to help solve it. The help could be in the form of checking your data files or providing a patch to correct a program fault. Changes requested to enhance the functionality of a program will attract an amendment fee.
   
E-Mail And Telephone Support Each software that you purchase from us includes unlimited e-mail and telephone support if you have an active support contract.
   
Program Updates And Upgrades All users with active support contracts will receive free program updates and upgrades. Updates are patches to fix problems within a program. Upgrades are enhancements and additions to a program.
   
Remote Access If your support contract includes this option, we will access your computer from our office via the Internet to solve program problems and/or retrieve files. This is the fastest method of support since there is no time spent travelling or waiting for information or data.
   
On-Site Visits Support requiring leaving our office is subject to hourly charges calculated to the nearest half hour with a minimum of two hours plus out-of-pocket expenses.