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Summary
Technical Support service gives you access to
product experts who can help solve problems you encounter using
R&R Report Writer and R&R SQL products.
Several options provide you with the level of
service you need to get answers in the most timely and cost-effective
manner.
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How
can we help you? |
Key Benefits
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Help available when you need it - online, email or 800# |
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Dedicated, knowledgeable staff - over 50+ years R&R
experience |
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Cost-effective - pay only for what you use, never
expires |
Capabilities
Liveware Publishing offers varying levels of service to meet your technical,
administrative, and budgetary requirements. From comprehensive
support plans to self-service online resources, we've got the right
program to fit your needs.
- Option 1 - Pay-per-Call
At any time between
the hours of 8:30 AM and 5:30 PM Eastern Time, you may call
302-791-9446
to
speak with a technical support representative . The fee for support is $100 per
hour1, with a minimum charge of $10 per
call2. Payment can be made
by credit card (VISA/MC/AMEX). You will not be charged for
problems arising from R&R Report Writer or Arpeggio software.
- Option 2 - Support/Upgrade Account
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You can establish a
pre-paid support/upgrade account (SUA) with Liveware Publishing to
receive a faster response and at a discounted rate. The cost for
opening an SUA account for a single user is $500, and special pricing
is available for multiple user accounts. Once you have opened an SUA account, at any time between the hours of 8:30 AM and 5:30 PM
Eastern Time, you may call the special 800 number to
speak with a technical support representative. You may also send
an email if you are working outside our
normal business hours. The fee for support is discounted to $80 per
hour, with a minimum charge of $10 per call. In addition, with
the purchase of an SUA account you receive the following benefits:
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Installation support during the first 60 days
in not chargeable. |
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One FREE tech
support call. |
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One FREE copy of Relate
and Report: Your Guide to Reporting with R&R. (350 pages,
a $60 value.) |
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FREE maintenance
releases of R&R Report Writer |
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Reduced pricing on
product upgrades. You may apply any unused
portion of your SUA account balance to the purchase of upgrades
for the products covered. |
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The balance in
your account never expires. |
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Customers
with SUA accounts will be supplied a statement of account usage, upon
request, itemizing time spent on each call. Per-call customers
will be informed of the time and cost of the call at its
conclusion. Requests for review of charges may be sent via
e-mail at our web site. Customers with SUAs should deposit
sufficient funds to cover reasonable support needs for your
organization for at least three months. Automatic re-billing to
replenish accounts is available, or you may use a credit card or
purchase order.
- Option 3 - Self Service Resources
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At any time, you may
refer to the Resources page on our web site for Documentation,
Frequently Asked Questions, Technical Bulletins, Service Packs and
other information about R&R Report Writer and R&R SQL Edition.
Subscribe Now!
Complete the following form to open your
Support/Upgrade Account today, or call 800-936-6202 or 302-791-9446.
Support/Upgrade
Account Subscription
Before You Call
Please be prepared to provide the
following information with each call or email:
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User name, company, email and phone/fax numbers |
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Product serial number |
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SUA account number (if applicable)
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Type, vendor and version of operating system and
database in use |
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Product
and version in use |
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Underlying application name and vendor
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To contact Liveware Publishing Technical Support for Pay-per-Call or
Support/Upgrade Account service, call the special 800 number any time between the hours of 8:30 AM and 5:30 PM
Eastern Time. Alternatively, you may send an email at any time
using the online Technical
Support Help Request form.
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Footnotes
1. Time is calculated to the closest five dollar
time unit, only for time actually spent by a Liveware Publishing support
representative resolving the issue. Any time spent is subject to Liveware
Publishing management review for effectiveness of the support provided.
2. A "call" is defined as
phone conversations, e-mail and voice-mail messages related to resolution (or
attempted resolution) of a particular issue. Issues may be grouped in a
particular "call" to reach the minimum.
[http://cougarmtnsupport.com/This_page_covers_the_following.htm]
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