Box Office Xpress - Service Plans

Pricing

How It Works

The Basic service plan allows you a certain number of credits that are applied towards technical support. Because of the time and costs associated with technical support, phone calls are more expensive then asking tech support questions via e-mail or fax. Consequently, an e-mail or fax support incident² is 1 credit and a phoned in support incident is 1.5 credits.

¹ Remote assistance is where, by Internet connection, we take control of your computer to either determine how an issue is occurring, or to provide a real-time demonstration of a feature. Remote assistance is 3 credits per session, up to half an hour (double for Windows issues or other programs). Occasionally, sessions may need to be scheduled. Remote assistance is not included with promo support plans unless stated otherwise.

⁵ Repairing user-created damage is subject to additional charges.

⁶ Questions about programs other than Box Office Xpress, such as Windows or setting up a network, are charged at double the rate. 

Confirmed bugs do not count as an incident. 

Basic Annual Service Plan

• Provides ample support for most users of Box Office Xpress Junior. Typically, many new customers may want to get this for their first year. Customers who have a high turnover of box office staff from year to year may want to renew this plan annually.
  
• 20 credits

Unlimited Annual Service Plan³

• Likely best suited for larger operations with considerable staff or complex situations. Better suited for the larger Box Office Xpress program with multiple users.

Premium On-site Support

• Ideally suited for very large operations with considerable staff or complex situations.
• Includes extended hours support.
• Includes on-site emergency support within 48 hours, when necessary.

Additional Charges

Damage Repair
Any physical repair to the system that may be needed due to user error or tampering is chargeable to Basic service plan holders at a minimum rate of 4 credits or the monetary, per incident equivalent. Extensive damage will result in much higher charges. Unlimited service plan holders will be required to pay the monetary equivalent.

⁴Per Incident
If you don’t need even a Basic service plan or if you end up needing a little more than what your chosen service plan provides, you can pay per incident² (support is provided through phone calls, e-mail or fax). You will be invoiced per each incident. Terms are: due on receipt and must be paid on-line via credit card or PayPal. This means that payment must be made no later than the next business day. Additional support is not given until the previous support has been paid. Support is only given if your account is in good standing. If payment for support incidents has a history of not being on time, you may only be able to get support through an annual support plan.

More information on Support

Renewal

Existing customers can optionally renew their annual tech support plan by contacting us, or by using the Annual Tech Support Renewal order form.

² An incident is a specific topic question. If your phone call or e-mail has 3 questions, then that is generally considered 3 incidents. A follow-up question on the same topic may still be considered the same incident. It is up to the discretion of the support person to determine if more than one question is directly related to the specific topic. Unused credits do not roll over to the next year.

Home  |  Legal  |  Contact Us