What
users say
about the C&P Helpdesk:
"I have been working on Clients & Profits for almost
2 years and have found that your employees are very
helpful when I have called the help desk. Everyone there
is most helpful and if they do not know the answer to a
question they take the time to ask someone that
does."
Cheryl
Anderson Partners
"You people are all so fast and helpful. I feel like I
have a personal speed dialer to you. I really appreciate
your help."
John
Silver Lining Graphics
"The helpdesk is awesome. They always know the answers to
my questions and they are much more friendly and
knowledgeable than other computer company helpdesks."
Janice
Mosaic, Inc.
"I've said it before - you people are absolutely
great."
Greg
Rave Communications
"The C&P helpdesk is the most helpful helpdesk I've ever
dealt with. You have the best customer service around.
The web site is well done and very informative. I love
the tip of the week and the FAQs. Even with the learning
curve, this has been the smoothest transition to new
software in which I've been involved."
Cliff
Altus Group
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You can expect great support from Clients & Profits. The C&P Helpdesk specializes in providing timely, accurate, and knowledgeable support. You can expect straight answers to your questions about Clients & Profits X, as well as practical advice for your technical problems. How much does it cost? Your annual support cost is based on the 15% of the list price of your Clients & Profits Classic X, Clients & Profits Pro X, or Job Tracker X software, including additional users.
Your
annual support subscription
includes:
Unlimited
toll-free telephone product and technical
support
The Clients & Profits Helpdesk is available weekdays from 7am-5pm Pacific time for any Clients & Profits X-related questions, problems, and concerns. There is no per-call fee, and no limits to your number of calls. And unlike other software companies, anyone from your company is authorized to call the Clients & Profits Helpdesk.
Unlimited
access to the Clients & Profits web site
As a support subscriber, you'll get unlimited access to member-only areas of the Clients & Profits X web site, including FAQs/tech
notes, system
manager news, tips,
online tutorials,
and much more.
Free software updates
The Clients & Profits X software is continually updated with new features, performance enhancements, and fixes to improve its reliability. We make these software updates available at no extra charge to Clients & Profits X users with support subscriptions. Software updates are available via download. Updates are announced on the What's
New web page and User Group mailing list. Extra
charges apply for CD-based updates.
Free user
group membership
As a support subscriber, you're invited to join the
Clients & Profits
User Group -- an online discussion forum for people who use Clients & Profits X. You'll be able to ask questions, trade tips, and get advice from hundreds of advertising and design professionals right via e-mail, as well as research previous discussions on the C&P message boards. Every user group member gets a weekly "what's new" e-mail from the Clients & Profits Helpdesk that features news, update announcements, training schedules, and a tip-of-the-week as well as the daily Q&As. Also
includes invitations to local user group meetings,
where available.
Clients & Profits
newsletters
These quarterly newsletters feature useful tips, advice, and inspirational stories for Clients & Profits X users, from novice to expert. Each newsletter focuses on a specific topic, such as estimating, billing, timekeeping, and traffic. One copy of each newsletter is mailed to your company's key contact. Past issues are available online to support subscribers.
Free database repairs
Our database experts will attempt to repair your
damaged database should your system manager be unable
to fix it in-house. Shipping charges and database
recovery (i.e., data importing, recreating records,
etc.) will be billed separately.
New!
Free online training videos
Anyone from your shop can watch Quicktime video streams of the Clients & Profits X training class.
SUPPORT
SUBSCRIPTIONS FAQs
Q. Is a support subscription required to use Clients & Profits X?
No. When you first purchased Clients & Profits X, you bought a perpetual license to use the software in your company. A support subscription is only required to get telephone support from the C&P Helpdesk, access the Clients & Profits X support web site, be a part of the Clients & Profits X User Group, and receive software updates.
Q. Why can't we pay on a per call basis? Why don't you
have a 900# we can use instead?
The infrastructure needed to handle, track,
and bill these kinds of calls is prohibitively expensive.
Our history shows that few companies only call once or
twice a year, although many think they do. In reality,
most companies call at least once a month. The higher
per-call price we'd have to charge for a 900# call would
make them uneconomical for companies like Clients &
Profits that serve specialized markets, like advertising
agencies and design firms (especially
since half the cost of the call is shared with the phone
company). That's why you only see 900 numbers at
companies that serve millions of potential users.
Q. We don't need support. But can we buy updates
separately?
No. It would be difficult to set the price
each of release separately, since what's included with
each new version varies so much from update to update. Also,
the cost to process orders for low-cost software updates
would be prohibitive.
Q. We call for help only once a year, so why do we
have to pay for a full year's support?
While you may only call once a year, we have
to maintain a fully staffed helpdesk every business day
that's there waiting for that moment when you choose to
call for help. Keeping the C&P Helpdesk running with
a highly trained, experienced staff is expensive, but it
means you'll get more accurate, more timely answers to
your questions. We're here to help every day, whether you
call or not. That's why we price our support
subscriptions on a yearly basis.
Q. We only use the web site for support, so why do we
need a support subscription?
The support sections of the Clients & Profits X web site are an extension of the C&P Helpdesk. A portion of your support subscription funds the creation, management, and updating of content (e.g., FAQs, tech notes, tutorials, tips, etc.) on the site. Access to the support pages is limited to users with current support subscriptions.
Q. Can we buy a support subscription for just a month
or for only a quarter?
No, support subscriptions are offered on an
annual basis only.
Q. Will adding more users increase the cost of my
support subscription?
Yes. The cost of your support subscription is based on 15% of the list price of your version of Clients & Profits X and the number of users you licensed. Your support cost will increase in proportion to the number of user licenses you've purchased. When you purchase
additional users during the term of your support
subscription, your support subscription will be prorated
automatically.
Q. We now have fewer users than before, can we pay
less for our support subscription?
No. Since Clients & Profits X has no electronic license verification, we have no way to remotely verify the number of users on your system. That's why we base your support cost on the number of user licenses you've purchased so far.
Q. Why aren't software upgrades included with our
support subscription?
Upgrades represent major changes to the Clients & Profits X software, which required a significant investment for us in R&D, quality assurance, and documentation (i.e., manuals, tech notes, web pages, etc.). These releases, which are usually scheduled every 2-3 years, usually involve a data conversion and some retraining, so they're more involved than an incremental update. Our past software upgrades have been reasonably priced ($500-$1,000) given the number of new features they included, especially when compared to competitive agency accounting systems.
Q. Can we make monthly payments on our annual support
subscription?
No, we don't offer payment plans for support
subscriptions. All support subscriptions are billed in
full at the beginning of your subscription term.
Subscriptions can be prepaid by check or charged to your
VISA, MasterCard, or American Express cards.
Q. Can we cancel our support subscription if we don't
need it and get a refund on the unused months?
No, support subscriptions are offered on a
full-year basis and can't be canceled.
Terms and Condition
Support subscriptions are offered per the
terms stated in the Clients & Profits
Proposal/License
Agreement. A support subscription is required for
the first year, then is renewable every year. You will be
notified by mail automatically 60 days before your
support subscription's expiration date. If an annual
support subscription is not renewed no support, software
updates, or notifications will be provided; in addition,
your access to the C&P web site will be limited. If
additional users are purchased later, the prorated cost
of the support subscription will be added to the
invoice.
Clients & Profits X users are not notified by mail of new versions. Software updates are not mailed automatically. Software updates are announced on the C&P X web site (on the What's
New page, which is updated every Monday) and to
members of the online C&P
User Group. Clients & Profits X is updated every quarter.
Software upgrades, which include major new features, are
not included in support subscriptions and are purchased
separately.
All prices are in US dollars. |
