Pinnacle ERP Solutions provides on going ON-DEMAND support after system implementation without the requirement of entering into a service contract. After hour service can be scheduled without any additional charge.
Service Rate Policy
- General Support and training (ie. ACCPAC, QuickBooks, Simply, Tenant Pro,most Custom Crystal Reports, Excel Macros and Queries) are billed at our Standard Hourly Rate with a 2hr Min. for on-site service. No travel time is charged.
- Specialized services (ie EDI, CRM, ACCESS Programming, certain Crystal Report Programming, ACCPAC Customizations, certain ACCPAC Add-ons) are biilled at premium houlrly rated with a 2hr min. for on-site service.
- Priority On-Site Support $200 surcharge. A pre-paid Support Contract has never been required to receive timely priority on-site, unscheduled urgent support. However, If an on-site response time is required within 4 business hours, a $200 Priority Response Charge will added to actual time. However, there will not be a 2 Hr Minimum charge for on-site support in these cases.
- After Hours Support After hour availability (weeknights and week-ends) will be provided at normal rates, circumstances permitting.
- Phone Support –There is no charge for incidental phone support. However, if the issue cannot be resolved effectively and efficiently over the phone, an on-site service call (or Live Internet Support) may be scheduled.
- Live/Remote Support Based on actual time spent, billed in increments of 15 minutes. Effective rate based on whether Service is “General” or “Specialized” defined above.