What Does Your Support Contract Cover And Not Cover?

Contains common questions about CARAT software and CARSA applications
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ctsbbadmin
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Joined: Fri Mar 16, 2018 2:19 pm

What Does Your Support Contract Cover And Not Cover?

Post by ctsbbadmin »

A support contract is like an insurance policy that your software program and data will continue to be kept in good running condition for as long as you use it. Some problems affecting them may be the result of external factors such as viruses, malware, hardware failures, operating system failures, driver problems, third-party software and even human errors. If you have a proper and regular backup programme, your data and program files can be recovered quickly and you will be able to continue working in the minimum of time.

The following items are covered at no charge by your support contract:-
  • Program updates to fix program faults and errors we can repeat at our site
  • Program updates to fix data errors caused by the program we can repeat at our site
  • Telephone support
  • Remote access support
  • Email support
  • WhatsApp support
  • Off-site In situ data repair as a result of a program fault or user error. If not possible, data restoration is required.
The following items are not covered by your support contract and will be billed as timecost after you approve it:-
  • Re-installing the software or data because you changed your computer or hard disk
  • Re-installing the software or data because you re-installed or changed your operating system
  • Re-installing the software or data because of a virus or malware attack
We bill as timecost for items not covered by the support contract because the program and data restoration process can be handled yourself if you have the latest backups. There is no installation required as restoring CARAT programs and data is a simple copy and paste or backup extraction process.

What happens if you do not have a support contract? See this article here.
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