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Software Fitness
Program (SFP)
Protecting your
software investment is a GENESIS mandate.
Software investment
protection, continuous improvement, maintenance releases, flexible
delivery, the latest, greatest features, and preferred pricing on
support and training that is just a few benefits of SFP. We also
offer special promotional pricing on add-on features with SFP. So
the Genesis Software Fitness Program (SFP) entitles you to major
releases occurring within your subscription period and it also ensures
continuous improvement of your software.
Because technology is moving forward at an astounding rate, software
that was purchased just a few years ago is now obsolete and will not
operate on the latest hardware. Newer versions of operating systems are
not compatible with some of the older releases of your software
products. Federal guidelines being changed also adds to the required
changes within software today. The SFP program will help protect
your software investment. You can be assured that your business will be
able to take full advantage of leading edge technology as it becomes
available.
The SFP program allows you the option of when to upgrade. Your
business can benefit from new features and capabilities as they become
available-on your schedule. If you stay current with the subscription,
it costs significantly less in time and money than to let it lapse. The
program keeps you from having to pay to upgrade later or purchase new
when versions jump forward due to changes beyond our control.
Support and
Training Features & Benefits
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discounted technical support rates
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the
option to purchase prepaid support blocks - a 20%
cost-savings
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access
to Remote Support and the Genesis Knowledge Base
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Most important, the Software Fitness Program
gives you the peace of mind that comes with knowing your business is
running with the most current, feature-rich software available. It costs
significantly less in time and money to stay current on the
Software Fitness Program than to let it
lapse and have to pay to upgrade or re-purchase later. SFP can be
purchased thru our sales department directly, or thru and authorized
GWARE sales agent.
*SFP
is required with all sales of PRO Series, GWARE Advanced, and GMT
software products. If you wave SFP for some reason, all updates,
notification of changes, federal changes, coding enhanced items will not
be sent in anyway or allowed for upgrading. Clients failing to purchase
SFP or keeping it current are subject to re-purchase of software.
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What is
Support & How does it work……
All Support calls
will be taken between the hours of 9:00 AM and 4:30 PM CST Monday thru
Friday. Free/low cost support is for paid for with advance support
contracts & SFP, and fall within the
first 15 days of install date only, all others see below. We do not
support hardware, Windows, other software thru these free support calls,
see below for these cost. No training can be provided using these free
support calls, a separate request must be filed for these processes. You
may request support thru our tech
department only which will be provided to
all users; regardless of age of software, or if you have SFP currently paid
**. Only
currently paid (no past-due) will be provided any services of any type. All support
calls are taken at
630-859-0975 or 248-358-7370
(do not call our sales department). We take VISA/MC
please have a credit card available before calling.
Standard 9-4:30 CST calls - $50.00 per item instance
Before/After Hours calls - $75.00 per 30 Minutes
(classed Monday – Friday, non-Holiday)
Holiday/Saturday/Sunday - $150.00 per 30 Minutes - min charge is $150.00
Per trouble ticket call back request - $60.00
(Filed thru Internet email, requesting a call back [US only])
* This may cover several items
Hardware and other software $100.00 per 30 Minutes
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Support is
provided to all paid SFP clients, and users that are current on software
versions within build ranges that allow effective support. Staying
updated on software versions is client’s responsibility fully, and
GENESIS, and GENESIS Sales Agents are not responsible for this process.
Upgrades of more then 3 stepping may require complete reinstall, and are
subject to a $100.00 charge for updating.
**
These are subject to possible billings of back/un-paid SFP. All users
must have SFP to support current version updates. If an user is outside
SFP for more then 6 months they are subject to 2 years payment of SFP
and support charges for a tech support call. No support will be provided
on software older then 600 days from most current release. Users are
required to stay current, and provide active required updates. These
require one call, and support call per year minimum to stay current with
the latest software typically. It is all noted that when a BIOS/Firmware
update is provided by scale manufacturers that have not been tested by
GENESIS, end-user takes responsibility for data abilities to perform
properly, until GENESIS has certified a version supporting these newer
untested FIRMWARE'S/BIOS updates.
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