Client Technical Support Options
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Support for Step-Soft's clients is provided by a team of specialists with a lot of experience in the field of the S-Office software system and MS SQL databases. The services provided are generally four different types:
- Support over the phone - each client gets a unique Personal Identification Number (PIN) that can be used upon dialing Step-Soft's office phones, that quickly connects them to a Client Support specialist.
- Online / Remote Support - In each installation package, each client receives VNC - a specialized software for Remote Support - which is used by Client Support specialists to temporarily (and only on user's demand) gain control of the client's machine and make all needed changes to the system, or perform an installation.
-
At the clients's office - Although 95% of the support can be performed via remote support or phone, someties it is required that a Client Support specialist attends the clients by visiting their office in person.
- At Step-Soft's office - In some cases, additional settings for the S-Office system need to be performed in a test environment, best realized at Step-Soft's office.
In order to service clients throughout the whole country with maximum efficiency, it is best to solve as many problems as possible via immediate phone or remote support. These activities can also be timed, and accordingly charged, by the minute. The other two types of Client Support are charged by the hour.
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Support Contract Types
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In order to provide timely support to all possible problems, related to S-Office software sytems, their compatibility with new operating systems, new database versions etc. it is recommended to sign a support and update contract. Depending on the client's specific support deeds, a variety of different contracts is offered, which differ in the types of services included and the percent discount from the price list.
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Monthly Support Subscriptions
The monthly subscription contracts offering preferential support services, are suitable for small companies with a large document turnover, and are strongly recommended for middle-sized and large companies. All contracts offer product updates free of charge.
|
Type
|
Discount
(from paid services)
|
Free hours included
per month for
Online/Phone support
|
Free hours included
per month for work
at Step-Soft's office
|
Package price for S-Office
Online services: EDI,
E-Shop, database transfer***
|
Price
per month
(Minimum Wage)*
|
| Economy |
20%
|
4
|
-
|
€99
|
0.5**
|
| Standard |
30%
|
8
|
-
|
€99
|
1**
|
| Premium |
50%
|
Unlimited
|
6 hours
|
Free
|
2**
|
* VAT not included
** Minimum Wage = 270BGN (Last updated 01.09.2011)
*** Package price for all services, if used together. Price for each service used separately is subject to additional agreement. |
Yearly Support / Update Subscription
The Yearly Update Contract is suitable for small companies with a small document turnover, well-defined business model and well-trained personnel. It does not include any hours for free support or discounts. The Yearly Support Contract includes 4 free hours of support per year, which can be used for free phone and online support. Both contracts include update and a reaction period of 10 business days.
|
Type
|
Discount
(from paid services)
|
Free hours included
per month for
Online/Phone support
|
Free hours included
per month for work
at Step-Soft's office
|
Package price for S-Office
Online services: EDI,
E-Shop, database transfer
|
Price
per year*
|
| Update |
-
|
-
|
-
|
-
|
5% of all purchased licenses;
minimum €85 |
| Support |
20%
|
4
|
-
|
-
|
10% of all purchased licenses;
minimum €245 |
| * VAT not included |
Prices
Depending on the type of support contract that is signed, the client is entitled to discounts from the prices in the table below. These prices are only applied to support hours which are not inlcuded in the according contract. All contracts except Yearly Update subscription have either 20, 30 or 50% discount from the prices below.
|
Support Type
|
Hourly cost*
|
| Online (Remote Support) |
€25
|
| Phone Support |
€25
|
| Step-Soft office |
€25
|
| Client's office |
€40
|
| *VAT not included |
IMPORTANT: Contract prices and hourly charges may vary outside Bulgaria, or if attained via a licensed distributor of Step-Soft products. If no subscription contract is signed, all prices are charged at double rate. Also, Step-Soft does not guarantee solving a problem or system support for problems connected to hardware, software, or legal norms, if the version's product is not current.
