Programs Plus+ Technical Support Policy – Effective 12/15/2015

Antique Mall Accounting System (AMAS)
Programs Plus+ provides technical support/assistance via telephone, e-mail, mail or fax for a period of 6 months or 12 months from the license date-of-purchase at no additional cost as outlined below. Support and maintenance can be renewed for a cost ranging between $250 and $500 annually depending on the “size” of you system.

Updates:
Software updates and fixes will be provided during the covered period. Customers may also receive versions/updates during this period. You will be provided one manual with your initial license or software maintenance renewal. Additional or updated manuals may be purchased for a nominal charge. We customarily mail-out an annual update in mid-January to all customer with active maintenance policies as of January 1^st. Updates will be provided on CD’s – you should have CD reader in order to update the software

Support Coverage:
Programs Plus+ will provide technical assistance for AMAS software installation, initial setup, trouble-shooting problems with the AMAS software, and general guidance in the operation of the AMAS software.

Support Exclusions:
The following areas are excluded from normal or included technical support. If Programs Plus + provides help or assistance in any of the following areas, you may be subject to technical support charges at $125.00/Hour, with a $45.00 Minimum:

Problems diagnosed as hardware, network or operating system related.
Problems associated with wireless networks or wireless printers.
Recovering lost data when customer does not have functional backup created by AMAS Util.
Problems or issues that Programs Plus determines or suspects that may caused by bad network cards, security cameras, music or video streaming, backup devices or services
Reinstallation of receipt printers and receipt printer drivers after the initial installation for receipt printer purchased through Programs Plus.
Installation or setup assistance of cash drawers, receipt printers, bar code scanners or other point-of-sale type equipment purchased or acquired by customer from 3rd party sources.
Problems related to other software products.
Problems with the Windows operating system
Training/orientation for additional persons after the original key contact.
Training new employees for tasks previously covered.
Problems caused by configuration changes not directly related to operating AMAS software, such as changes caused by installing another software package.
Assistance with QuickBooks, Accounting software or other software products, which may be linked to the AMAS system (such as sending check information to QuickBooks). Assistance in exporting check data from AMAS is included as supported software, but supporting the use of QuickBooks is NOT covered.
Setting up temporary Servers or hardware due to hardware failure
Installation of laser-jet printers, inkjet printer, or any printer purchased from a 3^rd party
Extensive inventory support may require additional support fees such assistance with inventory counts.

Key Support Contact:
Customer shall designate one person within their organization as a Key Contact. Your key contact should be a full-time employee/partner and is most familiar with your computer system and the AMAS software. Technical support will be provided on a very limited basis to other members of your organization as determined by Programs Plus+.

Persons contacting Programs Plus for support should have knowledge of the following:

Windows Operating System version on each of your computers (i.e. Windows 7)
Which computer is your server or main computer (if you have more than one computer running AMAS)
If you have an Internet connection
If you have a KVM (Keyboard/Video/Mouse) switch, they need to know how it works and each computer’s identity
Where are your routers, switches and Internet Modems – and the power cable are located

Maintenance Renewal:
In order for Programs Plus+ to continue providing technical support and software updates after the first year, you must pay an Annual Software Maintenance Fee. The current annual fee (and for the last 20 years) is:

$250.00 for single-user limit 25 Dealer systems
$300.00 for single-user limit 50 Dealer and unlimited dealer systems
$400.00 for 2-user & 3-user network /Multi-user systems.
$500.00 for 4+-user network /multi-user systems (Effective for 1/1/2017)

If you do not renew your Annual Maintenance/Support within 90 days of expiration, you may incur a late renewal penalty of $100 per year (of expiration) when you re-activate your software maintenance and support. Once you have accumulated 5 years of inactive maintenance/support, you may no longer be eligible for renewals. If you choose not to renew, there will be a charge of $125 per hour for ALL support calls with a $100 Minimum. Unless we agree to special arrangements, all support charges must be paid by credit card.

Software is eligible for upgrades (i.e. 25 dealer limit to unlimited dealers) only if the software maintenance/support is current.
License may only be eligible for license name change only if the software maintenance/support is current.

Contacting Programs Plus+ for Support:

‘Print screen’ any error messages if applicable.
Please call from a phone close to your computer with your computer turned on.
Have other relevant information handy if needed, such as reports documenting the problem.
Please be prepared to spend the time necessary to deal with the problem when you call.
Call Programs Plus Technical Support @ (800) 616-2627 or (281) 558-7840
Standard Technical Support Hours 10AM – 5PM CDT Mon-Fri.
Extended Support Hours for Urgent Matters 9AM – 8PM, 7 Days a week.
If you are planning to install systems, hardware or trouble-shooting issues that may require our input or assistance, please provide us with a “heads-up” as to when you planning such an event. We sincerely want to respect any downtime and to minimize time that paid technicians may have to wait for us to return a call.
Please do not email urgent or complicated support issues. Most support issues require a 2-way dialog.