ServiceLedger Support Policy

Our focus is on providing high-quality and affordable support for all of our customers.  While a support policy can be construed as an obstacle for support, we strongly believe that by publishing our policy we can set the expectation of what you can expect on any support issue.  Due to the nature of support, and the potential grey area between a support issue and service request issue, ServiceLedger reserves the right to modify its support policy at any time for further clarification of its support policy.

Definitions:

Support:  Support is defined as any issue you may be experiencing that requires a ServiceLedger Support Specialist to provide a solution on the existing software without the need to change, modify, enhance or otherwise alter the software you have licensed.

Bug:  A bug is defined as any bug, anomaly or other problem reported that prevents the software from working as intended.  ServiceLedger does not consider any feature that is deemed lacking in functionality as a bug and any feature that can be improved should be emailed to suggestions@serviceledger.com for consideration in the next version. 

Service Request:  A service request is defined as any request to have the existing software changed, modified, enhanced, altered or otherwise improved is considered a service request, as well as any request to have ServiceLedger perform some action that is otherwise not covered by support.  Service requests are not covered by your support plan.

Support Policy:

Prioritization of Support:  ServiceLedger prioritizes support on three levels and request that all customers attempt to the best of their ability to submit support issues based upon the priority level defined below:

• Critical Support - critical support is considered any support issue that prevents, or otherwise impedes on your ability to use ServiceLedger.  You should call ServiceLedger Support at 940.497.2834 ext. 2 for any critical support.  It is not recommended that you email critical support issues to prevent any delay in resolution.  ServiceLedger expects to resolve critical support issues within one business day.

• General Support - general support is considered any support issue that needs to be resolved quickly, however you have the ability to continue to use ServiceLedger and perform all necessary daily operations.  You should call or email support@serviceledger.com for general support.  ServiceLedger expects to resolve general support issues within two business days.

• Non-Critical Support - non-critical support is considered any support issue that is considered non-important, but still requires a resolution.  You should email for non-critical support.  ServiceLedger expects to resolve non-critical support issues within three business days.

Support Related To Bugs or Anomalies:  Our commitment is to quickly resolve any issues related to a bug as soon as possible.  While support related to a bug is rare, it can happen and ServiceLedger wants you to have the peace of mind in knowing it will be quickly resolved.  Your Support Specialist should be able to provide you with a date you can expect to have a fix.  Since any issue related to a bug requires modification of the source code, ServiceLedger will need to test any update prior to release.  In cases where a bug is considered critical, ServiceLedger will make every attempt to resolve the issue within the same business day.

Limitation of Support:  Support is limited to ServiceLedger products and services only.  Service requests as defined in this policy are not covered by support.  Training, consulting, or non-technical questions related to ServiceLedger are not covered by your support plan and should be emailed to questions@serviceledger.com.  ServiceLedger Support Specialists are trained to solve support issues only and are not your best resource for training, consulting, or otherwise use in a manner not consistent with solving support issues.

Limitation of Support Concerning 3rd Party Hardware or Software:  ServiceLedger is unable to support 3rd party hardware or software that may be the culprit of a support issue, or provide any technical assistance on how to solve issues related to 3rd party hardware or software even if the problem prevents you from using ServiceLedger as expected.  ServiceLedger reserves the right to have you correct any issues by contacting the 3rd party first before ServiceLedger can resolve any issues directly related to ServiceLedger.  3rd party hardware or software includes computers, networking software, Internet problems, anti-virus software, firewalls, operating system or otherwise any hardware or software manufactured or published by a 3rd party other than ServiceLedger.

Use of Resources:  ServiceLedger reserves the right to quickly and efficiently resolve any support issue with the use of existing resources including, but not necessarily limited to, the use of documentation, training videos, FAQ's, KnowledgeBase or other resource readily available that addresses the support issue.  Furthermore, ServiceLedger reserves the right to limit telephone/remote support to critical or general support only.  If a support issue is deemed to be related to lack of understanding or lack of training, ServiceLedger reserves the right to request the customer to read documentation or view training videos first to determine if it will resolve the issue.  ServiceLedger may limit support to no more than one hour a day or two hours a week in the event of abuse.

Use of Remote Support:  ServiceLedger reserves the right to limit remote support to critical or general support only.  Remote support cannot be used for custom training, or otherwise consulting on the software.  ServiceLedger Support Specialists are trained to solve support issues only and are not the best resource for training or consulting. 

Refusal of Support:  ServiceLedger reserves the right to refuse any type of support including email, telephone or remote support if 1) the customer does not have a support policy, 2) the customer refuses to pay the support fee, 3) the customer has an outstanding balance with ServiceLedger for support, 4) the issue involved 3rd party hardware or software that ServiceLedger cannot support, or 5) the issue requires consulting or training that support does not offer.

Support Hours:  Support is available Monday through Fridays, excluding holidays, from 8:30 AM Central Standard Time to 6:00 PM Central Standard Time.

Support Complaints or Suggestions:  If you should have any complaints related to support, or suggestions for improvement, it is recommended that you email our Customer Manager directly at charles@serviceledger.com.