Services - Support Contract

Clarity Professional and Clarity Lite Support Contracts are designed to keep users software functional and optimised within their business.

Unlimited telephone and email support as well as immediate access to all software upgrades, allows users to understand their software, and keep at the fore-front of new features and obtain the maximum potential from the software.

We operate a call logging process and response is usually immediate and we endeavour to solve problems on first call. If the nature of a problem needs detailed investigation we operate a structured escalation process to resolve any issues.

Inclusions, Exclusions and Chargeable Services

Supported Users must have a valid paid up contract in order to receive these valued services:

Clarity Professional Software Licences (Software Seats) installed on your site are covered for the following 'Standard Services':-

• Telephone and email support by Touch Systems Ltd Technical Support Department during working hours (08.30-17.30 Monday to Thursday, 08.30-15.00 Friday
• All software product enhancement upgrades and updates as they become available for release
• Internet / email support if available, for sending and receiving information relevant to solving technical issues
• Assistance for re-instatement of software licences following hardware failure
• Priority arrangement of Call Out appointments if problems occur that can not be fixed by telephone support by ordering Additional Days detailed below.

Excluded from Standard Services Support Contract:-

• Clarity Professional software problems that are a direct consequence of hardware failure
• 3rd party software or operating system problems of any nature
• Malicious or accidental damage to Clarity Professional products of any kind
• Call-out time and time on-site is not included
• Hardware issues of any kind.

'Additional Support Services' may be ordered for the following:-

• Clarity Professional data report writing
• Clarity Professional Calc-Wizard bespoke 'plug-in' writing services
• Software programming changes
• System, network and PC hardware maintenance
• Optimisation of network performance
• On-site work where cost of travel to and from customer site including time spent during travel, any necessary accommodation and time spent on customer site if problems can not be corrected by telephone or email.

Support Contracts start from £20/month +VAT

For further pricing information please visit our Pricing Page