Connected Support Agreement

Accountek Connected Support Agreement

Last updated on January 9th, 2024.

Accountek Solutions Inc. (“Accountek”, “we”, “us”, “our” and terms of similar meaning), provide the Connected Support Agreement that entitles the purchaser (referred to as ‘Client’) to the following for the duration of the agreement.

The Client is entitled to unlimited Connected Technical Support.  This allows the Client to email, call, or submit a support ticket.   Support requests are processed during regular business hours, Monday to Friday, from 8:30 AM to 5:00 PM, Eastern Time (excluding holidays). Inquiries are replied to in the order received.  All inquiries will be acknowledged within a four hour time frame under normal circumstances, but no later than the next business day.

CONTACT CONNECTED SUPPORT

(888)-414-2196 (toll free telephone number)
Connected Support (email)
https://support.accountek.com  (knowledge base/ticket)

SOFTWARE UPDATES

The Connected Support Agreement grants the Client access to Connected software dot release updates and patches as they are released for the Connected version owned by the Client.  For example, if a client owns Connected 11, they will be entitled to dot release updates, such as 11.1/11.2/11.3, for the duration of the agreement.  As updates are made available, the Client will be notified by in app notifications.  The Client can request dot release update(s) at no additional charge, for the duration of the agreement.  The delivery of updates is by email/download only.  Dot release updates and/or patches can be requested from the Request Software Updates page or via Support Ticket request.

SUPPORT AGREEMENT EXPIRY

A re-activation fee of 15% of the Client’s full support agreement amount, before applicable taxes, will be imposed should this agreement expire for 30 days or more.  This penalty is a one-time fee that will not be incurred again for as long as the support agreement remains active.

SUPPORT AGREEMENT LIMITATIONS

The Connected Support Agreement does not cover the following items:

  1. Software training and/or consultation (on-line, on-site, telephone, email) for application use and/or developing/handling specific business processes and/or unique transactions.
  2. On-site services, of any kind.
  3. Data recovery/data repair services.
  4. Data migration. For example, data migration from another software package.
  5. Major software version updates like “10” or “11” (discounted for support agreement holders).
  6. Customization of printed forms, including but not limited to, Invoices, Statements, Work Orders, Labels, Purchase Orders, Sales Quotes, Sales Orders, and Packing Slips
  7. Server or workstation IT configuration not directly related to the installation of the Connected Desktop software. This includes, but is not limited to, creating a network shared folders, server/workstation accounts and/or user permissions, server management, data backup, printer installation/configuration.
  8. Custom Programming Services, data export, Data Exchange exports, and/or Ad hoc report creation.
  9. External data access or integrations. This can include, but is not limited too, integration with third party software and/or ODBC data access.
  10. Accounting and/or Financial Advice.