ArchAngel Support

Please note that the description of Support given below is not intended to take into account all possible eventualities. It is intended to describe only the areas likely to arise. Other unforeseen situations will be treated in the same spirit as those given below. In general, minor alterations or additions not requiring significant structural change to the system will fall in the area supported.

• All ‘bug fixes’ where the fault lies in the program. Problems caused by user or hardware errors may not be covered if the fault is clearly one of negligence on behalf of the user.
• Installation on extra PC’s.
• Upgrades to later software.
• Consultancy on security and backups as required.
• Providing the purchaser’s IT department with the expertise to re-link front and back-ends if needed.
• Training of new users (limited to no more than 6 in any year).
• Telephone support (We undertake to return calls within a reasonable time-scale).
• Modification of existing reports. Production of new reports.
• Modification of existing screens. Production of new screens.
• Modification of existing routines. Production of new routines.
• Any other support that does not require structural changes to the system.

Changes that require significant structural changes will be charged at a reduced rate (currently £360.00 per day).

Charges for clients without a support contract include:

• Installing on Further Machines £ 150.00 per machine.
• Extra Programming £ 500.00 per day.
• To supply Standard Computer plus software £ 1,000.00 per machine.
• Clients who elect not to purchase a support contract will be charged per call/callout. Current rates are £50.00 per call, £200.00 per callout plus £ 95.00 per hour after the first half hour.