5.0 MMS Preventive Maintenance Software
.. .. General
This document provides details concerning our support and services billing policies.  If you do not participate in our Basic Software Maintenance plan assistance for 10 support incidents by Email and 2 by phone, or for custom software programs, our current rate for software support and other services is $20 per incident via email and $200 Telephone support per hour payment via credit card or established terms. Please check charges
  
Reporting Suspected Software Bugs
We invite our customers to report any situation in which they suspect a bug or abnormal functionality with the behavior of our software products.  Please submit such matters via our support online page or in writing via fax or email being as detailed as possible.  There is certainly no charge for items submitted in this manner that do not require a response.  However, if your call requires any discussion with our support personnel, the time is considered an incident under the maintenance plan or billable support.

Billable Support
All circumstances where a member of our staff is assisting a customer with a question, explanation, training, adjusting software or hardware in anyway is considered an incident of the maintenance plan or billable support. This includes but is not limited to time spent preparing, traveling, testing as well as actual on-site or telephone time. Such billable time includes any time spent assisting a customer even if the assistance required is associated with a problem or bug in our software or error resulting from work previously performed.  Any time associated with loading updates or assisting customers with updates is considered billable support time as is any custom software programming.

Non-Billable Support
Submitting suspected bugs via fax or email is not considered billable time unless the customer requires a response or special attention associated with the matter.  Time spent fixing a bug is not considered billable if it involves a standard feature of the software and is not a part of custom software or a special user request.

Charges
If you are not on our Assistance Plan, our current support / service rate is $20 per incident via email during normal office hours which is 10:00 AM to 4:00 PM Eastern time, weekdays excluding holidays.  Any email support after hours is billable at $30 per incident.  Each support incident will be billed relating to the incident email, Date and Time stamp.  

Telephone support / service rate is $200 per hour during normal office hours which is 10:00 AM to 4:00 PM Eastern time, Monday trough Friday  weekdays excluding holidays.  Each support incident will be billed for the actual time spent relating to the incident with a minimum of .25 hours per incident

All charges are billed to credit card or established terms.

AM Products reserves the right to change it policies, fees and rates at anytime without notice.  View our license agreement.

 

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