We are happy to receive ‘bug reports’ by email from anyone. We will check that
the report is a bug and consult with the GrafXsoft developers to have it fixed in a future
version. Support however, is on a paid basis only.
Our service is structured in such a way that, it is easy to arrange the support that you
want for as many people as need it.
The key features of our support are –
Support is charged on an annual basis – making it easy for you to schedule into your cash flow
Support is on a named basis - you name the people that we will be talking to.
Support does not distinguish between products – whether you are using VO or Clipper or both
makes no difference, we support the person not the product.
You can ‘mix-n-match’ between support styles – making a choice between email, phone (UK Only)
or phone (Worldwide) to get the best price for the style of support required
Based on a ‘Four Incident’ standard – see below for details.
Support Styles and Rates
Support is offered in three styles –
Email - £100
Phone (UK Only) - £150
Phone (Other) - £200
Single User Contract
The Single User Contract has only one named person. It offers unlimited support for twelve
months but has an expected minimum number of four incidents.
The ‘Four Incident’ standard means that if you don’t have four incidents during the
twelve-month period of the contract, it will be extend until the fourth incident is
completed or the end of a second twelve months is reached, whichever is the sooner.
Multi User Contract
The Multi User Contract again offers unlimited support but can have as many people named
as required. They can be in multiple locations and even different countries.
In this way, if you had say, two people in the UK wanting phone support one person in the
USA also wanting phone support and one person in India wanting email support, you could
create a contract that looked like this –
Partner Company