Which paid support options are available?

Paid support may be purchased on a per-incident basis at the rate of $45 per 15 minutes of support, rounded up to the next 15 minutes.

Paid support may also be purchased as a monthly rental agreement, a 1-year support contract, or a 1-year support subscription.

All paid 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.

Costs for rental agreements, support contracts, and support subscriptions vary depending on the program edition and number of users. For a quote to purchase a support agreement, please contact AYS sales.

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

9. RENTAL AGREEMENT. At your option, and subject to the terms and conditions of this AGREEMENT, your license may be for a monthly rental of the SOFTWARE. Without limiting the generality of the foregoing, the following terms shall apply to rental agreements:

9(a). RENTAL FEE AND PAYMENT. The monthly rental fee paid by the lessee shall be a percentage of the list price of the applicable edition licenses being rented, as posted on the At Your Service Software, Inc. web site. The monthly rental fee may be reduced after the first twelve (12) full months at the discretion of At Your Service Software, Inc. The rental fee shall include version upgrades, repair status hosting at repairstatus.net, and e-mail and telephone support during the month that payment has been made. The rental fee 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. Payment may be rendered by way of credit card exclusively and is due no later than the fifth (5th) business day of the month. Priority support will be given to customers with a prepaid support contract, support subscription, or rental contract.

9(b). RENTAL PERIOD AND TERMINATION. The rental agreement shall be valid from the day of the first payment and will continue valid until the last day of each month for which payment is made. The rental agreement will be automatically renewed on a monthly basis unless the lessee terminates it before the first day of the next month. A termination fee equivalent to two (2) months rental fee will be charged to the lessee if the rental agreement is terminated BEFORE twelve (12) full months. If the rental agreement is terminated BEFORE twelve (12) full months then the lessee is obliged to erase the SOFTWARE from all computers. If the rental agreement is terminated AFTER twelve (12) full months then the lessee will be issued a permanent license for the version of the SOFTWARE that is current at the time of termination. After termination, version upgrades, repair status hosting, and support that were provided as part of the rental agreement will cease, but may be purchased separately.

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

11. SUPPORT CONTRACT AGREEMENT. At your option, and subject to the terms and conditions of this AGREEMENT, you may purchase a yearly support contract. Without limiting the generality of the foregoing, the following terms shall apply to support contract agreements:

11(a). SUPPORT CONTRACT SERVICES. Support contracts include unlimited phone and e-mail support for normal use of the SOFTWARE during the period of the paid support contract. Support contracts DO 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.

11(b). SUPPORT CONTRACT FEE AND PAYMENT. The support contract fee shall be a percentage of the current list price of the applicable edition licenses being supported, as posted on the At Your Service Software, Inc. web site on the date of the support contract purchase or renewal. Minimum fees may apply for certain editions. Payment may be rendered using any standard payment method accepted as posted on the At Your Service Software, Inc. web site.

11(c). SUPPORT CONTRACT PERIOD AND TERMINATION. The support contract agreement shall be valid from the day of payment until the one-year anniversary of the payment. The support contract agreement will be automatically renewed on a yearly basis on the anniversary date unless it is terminated verbally or in writing at least thirty (30) days before the renewal date. After termination, support that was provided as part of the support contract agreement will cease, but may be purchased separately.

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

12. SUPPORT SUBSCRIPTION AGREEMENT. At your option, and subject to the terms and conditions of this AGREEMENT, you may purchase a yearly support subscription. Without limiting the generality of the foregoing, the following terms shall apply to support subscription agreements:

12(a). SUPPORT SUBSCRIPTION SERVICES. Support subscriptions include all version upgrades issued during the period of the paid support subscription for the applicable edition licenses being supported, as well as all services defined as part of a standard support contract agreement in section 11. Support subscriptions DO 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.

12(b). SUPPORT SUBSCRIPTION FEE AND PAYMENT. The support subscription fee shall be a percentage of the current list price of the applicable edition licenses being supported, as posted on the At Your Service Software, Inc. web site on the date of the support subscription purchase or renewal. Minimum fees may apply for certain editions. Payment may be rendered using any standard payment method accepted as posted on the At Your Service Software, Inc. web site.

12(c). SUPPORT SUBSCRIPTION PERIOD AND TERMINATION. The support subscription agreement shall be valid from the day of payment until the one-year anniversary of the payment. The support subscription agreement will be automatically renewed on a yearly basis on the anniversary date unless it is terminated verbally or in writing at least thirty (30) days before the renewal date. After termination, version upgrades, repair status hosting, and support that were provided as part of the support subscription agreement will cease, but may be purchased separately.