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Software Support and Training Policies
Product Delivery, Support and Training Policies:
Effective as of January 9, 2008
Delivery and Installation of Services and Products. CVS agrees to provide Licensee with, as requested by Licensee, the installation of a fully running and live copy of Bankcard Pros CRM Account Tracking Software on CVS or Licensee’s server/web hosting account under the Licensee’s domain name. When the Bankcard Pros CRM Account Tracking Software is installed and live on your domain name, the LICENSEE acknowledges receipt of the Bankcard Pros CRM Account Tracking software and any other products and services listed in their contract/invoice to their full satisfaction. In addition, a deliverable copy of the Bankcard Pros CRM Account Tracking Software backup files can be downloaded from your website hosting account on your server.
Bankcard Pros CRM Software Support and Training. During the term of this Agreement, CVS agrees to provide Licensee with e-mail and telephone support access to the CVS support personnel during its standard support hours of Monday – Friday, 9:00 AM – 6:00 PM (Pacific Standard Time), except for business holidays and weekends. If we are not immediately available, we will respond to your support requests via email or phone within 24-48 hours or less. In most cases, we will respond to your requests within the same day or within the same hour, but with no guarantees. You agree to provide us with at least 24-48 hours or less to respond to your requests. Requests for programming work and customization are billable per hour (See Exhibit A), are not included in your monthly recurring support and training fee, and Licensee must provide at least a minimum of 10 business days or less for completion of custom programming work to be completed, depending on the scope of the customization work requested. In most cases, CVS will complete additional programming and customization projects and tasks within 24-48 hours or less because the requests require very little time to complete.
Procedures for Receiving Bankcard Pros CRM Software Support and Training. If Licensee requires support or training, Licensee must first submit an email request to techsupport@bankcardpros.com with the exact details of the issues/problems or support/training requested. You must also include the URL address of the web page you are experiencing issues or requiring further training or support, and we will answer your questions via email or call you to provide support and detailed explanation of the issues Licensee is experiencing. Licensee will be provided with initial training at Licensee’s convenience, if Licensee chooses to use this service option. Licensee will be provided with training on using the major sections of the software, how to use the administrator’s setup/configuration page, how upgrades and updates will be provided, and how to perform and maintain software Database (DB) backup files on another computer other than where the software is being hosted. The licensee will also be able to access and view all available CVS training videos on our website at this address: http://bankcardpros.com/html/training_videos___manuals.html. If the Licensee requests all training videos on CD, there will be an additional $50.00 charge that will include the CD and shipping and handling charges.
Setup & Configuration Checklist for Bankcard Pros CRM. Before initial training session takes place, the Licensee must complete all steps of the Setup/Configuration checklist. There are no exceptions. If the Licensee does not understand how to complete any steps in the checklist, the Licensee will mark each step not completed so they can be reviewed in the first training session. Licensee must fill out and sign the invoice and contract agreement, and fax it back to CVS at 562-679-4636 before any training session will begin. Licensee must also have made its first monthly recurring “Software Support, Training, and Update/Upgrade” payment before the first training session will begin.
Training Materials for Bankcard Pros CRM. CVS provides PDF documents for training manuals, setup and configuration checklists, instructions and other training materials at this location http://bankcardpros.com/html/training_manual.html. It is the Licensee’s full responsibility to read all materials and learn how to use the software on their own. Licensee fully understands that the purchase of software from CVS does not include training and support on how to use the software and that an additional monthly recurring payment must be made before any training or support is given, via phone or email.
Software Support, Training, and Software Updates/Upgrades Monthly Recurring Fee. For clarification purposes, the “Software Support, Training, and Software Updates/Upgrades” fee (See Exhibit B for all support plans/options) is a monthly recurring fee that includes software training and support as well as receiving automatic software updates and upgrades to their initial software version purchase on a monthly basis. The “Software Support, Training, and Software Updates/Upgrades” monthly recurring fee is a completely separate product and/or service that is provided separately from your software purchase. When you purchase the software, in no way does the purchase include training and support. Software updates and upgrades are automatically applied to your software by our programming and development team. Licensee MUST be up to date on their monthly recurring payments in order to receive these services and upgrade products. In order to receive training and support via email or phone, Licensee will be required to pay all monthly recurring fees that have not been paid in previous months from the month Licensee purchases the software. Licensee may also choose to pay for 12-months of Software Support, Training, and Software Updates/Upgrades up-front and receive a 10% discount.
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