Which free support options are available?

Free support is provided for 60 days with the purchase of a any new license, additional user seats, or a license edition upgrade.

Free support is provided for 60 days with the purchase of an enterprise-edition version upgrade, or for 30 days for any other version upgrade.

All free support is subject to the terms and conditions outlined in the At Your Service – Software and Services License Agreement.

When you have support issues, we always recommend that you try the following steps:

  • Install the latest AYS service pack to ensure that you have the newest features and resolutions to any reported issues.
  • Search for an answer in the AYS knowledge base.
  • If your issue is still unresolved then contact AYS support for assistance at support@ayssoftware.com or +1-416-749-3546 option 2 during regular business hours EST.

 

When Planning to Upgrade

Sometimes customers with expired free support plan to purchase an upgrade or additional user seats, and they request free support based on the fact that they are planning to make such a purchase. In all such cases, support must be paid for as a regular paid support incident, but the support charges will be credited toward their upgrade purchase if the purchase is made within 30 days of that support incident. Additionally, the free support period will then begin as of the date that the free support was provided.

The following are the standard terms and conditions for free support set out in the At Your Service – Software and Services License Agreement:

10. FREE INITIAL SUPPORT AGREEMENT. Subject to the terms and conditions of this AGREEMENT, an initial period of support may be provided at no additional charge with the purchase of a new or upgraded license for the SOFTWARE. Without limiting the generality of the foregoing, the following terms shall apply to any initial period of free support:

10(a). FREE INITIAL SUPPORT SERVICES. Any initial period of free support includes unlimited phone and e-mail support for normal use of the SOFTWARE during that initial free support period. Any initial period of free support DOES NOT include any consultation for the development of custom programming and reports, any support for custom programming and reports, or any recovery of lost or corrupted data. Priority support will be given to customers with a prepaid support contract, support subscription, or rental contract.

10(b). FREE INITIAL SUPPORT PERIOD AND TERMINATION. Any initial period of free support shall begin from the day that the software license is sent to you by At Your Service Software, Inc., whether electronically or by some other means. The length of the period of free support may vary from thirty (30) days to not more than 60 (days), dependant on the software license purchased. The exact length of any initial period of free support for a particular software license or upgrade will be governed by the factors posted on the At Your Service Software, Inc. web site at the time of purchase. After termination, any support that was provided as part of the initial period of free support will cease, but may be purchased separately.