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We offer support plans for all our products.
Annual Support Contract
Begins on the date when a product is purchased and lasts for 12 continuous calendar months. It includes:
- A limited warranty for the functionality and performance of the software product
- Technical support by email during normal business hours
- Up to 30 minutes of consulting assistance arising during the contract term
Software Limited Warranty
When you purchase an Annual Support Contract, then JG Advantage provides a limited warranty, during the contract term, that the associated software product will perform substantially in accordance with the specifications described in the product User Guide, when it is used as described in the User Guide. JG Advantage promises (as the sole remedy under this limited warranty) to make reasonable commercial efforts to correct any "bugs" (failures to perform as so described), and to timely provide such corrections to users reporting such bugs. All users who have purchased support contracts will receive the benefit of all bug fixes in product upgrades which are released during the contract term.
If you do not purchase an Annual Support Contract, or if you allow your Annual Support Contract to expire without renewing it, then JG Advantage makes no warranty as to the merchantability or fitness of the associated software product for any purpose.
Technical Support by Email
With an Annual Support Contract, you can take advantage of technical support whenever you need it, by email, from our group of support professionals.
Technical support includes answering any reasonable question about the capabilities, performance and limitations of our software products, clearing up misunderstandings about these concepts
Technical support does not include any work performed by our technical services staff debugging, modifying or improving your model (in the form of a database structure or programming language code). This falls in the category of consulting assistance, which JG Advantage is pleased to provide for a reasonable fee.
At times, a technical support issue is most efficiently resolved by having our technical services staff examines your model in order to find the source of a problem that you are experiencing. As part of our technical support service, we will examine your model and recommend changes that you will need to implement. However, if our staff implements any changes to your model and sends an updated version to you, or if we write new code or design for you, this will involve fee-based consulting assistance.
Consulting Assistance
JG Advantage offers consulting assistance on a fee basis where our technical services staff will apply its expertise to your model. Most often this involves debugging, modifying or improving a model that you or others have created, but our staff can develop a model "from scratch," given accurate specifications for the problem to be solved.
As a "bright-line" distinction, if you send us a model to examine, this falls in the domain of technical support; if we send you a model that we've created or modified specifically for you, this falls in the domain of consulting assistance. (Of course, standard example files that you download from our Website will not fall in the domain of consulting assistance.)
Our practice is to charge for consulting assistance on a fixed price basis. To do this, you and we need a clear understanding of the Scope of Work that we will perform. We will summarize this for you in a brief written proposal.
Up to 30 minutes of consulting assistance is included in each Annual Support Contract. We provide this to ease the transition from technical support to fee-based consulting assistance when it is required.
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