Solutions for Accounting, Business Automation and E-Commerce

Technical Support

Our support is administered under five levels of prepaid contractual arrangements at a standard base rate. Depending on the level of your plan, you will also receive up to an additional 25% discount off the base rate. The more you buy, the bigger your discount. In addition, response times are guaranteed by the plan level. The higher your plan level, the faster your guaranteed response time. Each plan allows you to use your support hours for any purpose you see fit, including hardware support, network operating systems support, training, data conversion, programming, report writing and consulting.

We offer several different methods of support delivery including:

On-Site Support: One of our highly trained professionals will go to your location.

Modem Support: We will remotely dial-in to your site and view any problems from our offices.

Telephone Support: 800 Support: Toll-free when covered by gold or Platinum support plans. 900 Support: Billed to you by the minute on your phone bill or credit card. Specifically designed for those customers who do not wish to have a support contract in place.

Web Support: Come on-line to check our knowledge base for any reported problems and their solutions, find helpful procedural checklists for handling routine accounting functions, and send email directly to our technical support department.

The Copper Plan $1,093.00

• Five hours of unlimited technical support
• $218.50 per hour, a 5% discount from standard hourly rate*
• Guaranteed response time in five business hours
• One point of authorized contact for support questions

The Bronze Plan $2,070.00

• Ten hours of unlimited technical support
• $207.00 per hour, a 10% discount from standard hourly rate
• Guaranteed response time in five business hours
• Two points of authorized contact for support questions

The Silver Plan $4,888.00

• Twenty-five hours of unlimited technical support
• $195.50 per hour, a 15% discount from standard hourly rate
• Guaranteed response time in four business hours
• Four points of authorized contact for support questions

The Gold Plan $9,200.00

• Fifty hours of unlimited, priority technical support
• $184.00 per hour, a 20% discount from standard hourly rate
• Guaranteed response time in three business hours
• Eight points of authorized contact for support purposes
• Preferential 800 number to move your call to the front of the support queue.

The Platinum Plan $17,250.00

• One hundred hours of unlimited, priority technical support
• $172.50 per hour, a 25% discount from standard hourly rate
• Guaranteed response time in two business hours
• Unlimited points of authorized contact for support questions
• Preferential 800 number to move your call to the front of the support queue.
• Assignment of a senior support analyst to your account to serve as a primary source of upersonalized support services.

* Standard Rate per Hour: $230.00

Support Plan Agreement

Disclaimer of Warranty and Limitation of Liability

CPACCESS analysts will make every reasonable attempt to find answers to your questions and solutions to your problems. However, we cannot guarantee that all defects will be fixed or that all of your questions or issues will be resolved. OUR SUPPORT PLANS AND SERVICES ARE PROVIDED "AS IS" AND ALL WARRANTIES REGARDING SUCH SERVICES, WHETHER EXPRESS OR IMPLIED, ARE HEREBY EXCLUDED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Because software is inherently complex and may not be free from errors, you are advised to verify the results of any service provided and the work produced by the software programs supported. CPACCESS SHALL NOT BE LIABLE FOR ANY DAMAGES, INCLUDING BUT NOT LIMITED TO ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, RESULTING FROM THE USE OF, OR INABILITY TO USE THE SOFTWARE PROGRAMS OR HARDWARE SUPPORTED, EVEN IF CPACCESS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. This means CPACCESS is not responsible or liable for damages or costs incurred as a result of loss of time, loss of data, loss of anticipated profits or benefits resulting from the use of the hardware or software programs or loss of use of the software programs, or for damages or costs incurred in connection with obtaining substitute support services or substitute software, claims by others, or similar costs.

No employee, agent or representative of CPACCESS is authorized to make any representation or warranty with respect to our Support Plans and Services. Our Support Plans are provided on a best efforts basis to service and support the existing hardware components of your system and for software utilized by your system, included but not limited to computers hard disks, operating systems, databases, third-party software, network servers, printers, bar code readers, cash drawers or any software associated with hardware devices. CPACCESS reserves the right to modify or terminate support services during your subscription period, and to decline renewal of your subscription at the expiration of any plan period. Each support plan subscription period expires at the end of a six month period of time. Any unused support hours will be applied on a 50% discounted basis applied towards the next succeeding support plan. Unused support hours may only be credited once. Any unused support hours are forfeited at the end of the contract or by early termination of the contract by the customer.

CPACCESS reserves the right to determine if the technical support required by the customer will be performed by telephone, modem or an on-site visit.

Guaranteed response times for the Support Plans above are available for calls received during published support hours. There is no guaranteed response for support cases submitted via e-mail or fax. Response times are not guaranteed during weekly departmental meetings, company events, holidays observed by CPACCESS and closures due to weather or legal impossibility. CPACCESS does not guarantee resolutions to questions or problems during the guarantee period; we guarantee only that a qualified analyst will be working on your case within the guaranteed period. Failure to make contact with a Support Plan subscriber within the guarantee period due to customer unavailability or inaccessibility (e.g., customer in a meeting or out of the office, customer's telephone busy, ringing with no answer or answered by voicemail) does not constitute a breach of the CPACCESS guarantee.

By subscribing to a CPACCESS Support Plan, you acknowledge and agree that the Support Plan allocates risk between you and CPACCESS as authorized by the Uniform Commercial Code and other applicable law, and that the pricing of CPACCESS's products and services reflects this allocation of risk and the limitations of liability contained in this document. If any remedy hereunder is determined to have failed of its essential purpose, all limitations of liability and exclusion of damages set forth herein shall remain in full force and effect.

Some states do not allow the exclusion or limitation of implied warranties of liability for incidental or consequential damages, so some of the above may not apply to you. The Support Plans and Services and their pricing as described herein are subject to change without notice.

Tel (949)261-2694 or Toll Free (800)997-7944 * Fax (949)660-9189
1301 Dove Street * Suite 750 * Newport Beach, CA 92660 * USA