Support Services Policy
MACS/care plus. . . . Enrollment
in MACS/care plus provides you with the most up-to-date software and answers to your MACS
software support questions on a priority basis. MACS/care plus enrollment requires
the most current version of MACS and is for a period of one year, payable quarterly, and
includes:
- MACS Software Support using a toll-free 800 number.
Your primary resource for assistance in the use of MACS Software is the documentation.
MACS Software Support is intended to supplement the documentation. Answers to questions
regarding the installation and day-to-day use of MACS Software in the manner in which it
is designed to be used will be provided to the designated key operator in your agency. Our
staff of support specialists are highly trained and experienced in the use of MACS
Software and the unique needs of a manufacturers' representative.
- Discounts for Non-MACS Assistance.
Assistance provided to correct situations caused by, or to answer questions related
to, hardware or Non-MACS software is considered Non-MACS Assistance. (see explanation
below)
- The highest priority for your incoming support calls.
- Discounts for Training Services.
Telephone and On-Site Training are available.
These various training options provide for the "step-by-step" instruction in
the use of MACS software. Such instruction is beyond the scope of normal MACS Software
Support.
- All MACS software and documentation updates released
during the period of your enrollment.
- Discounts for additional copies of documentation.
- A subscription to the MACS FYI newsletter.
Non-MACS Assistance. . . . Successful
implementation and use of MACS Software is dependent on all elements of your computer
system being properly installed and working. These elements include hardware (i.e.
computers, printers, modems, phone lines, tape drives) and Non-MACS Software (i.e.
operating systems, Windows, Local Area Networks, backup software, other third party
applications). If assistance is provided by MACS personnel for any of these, it is
considered Non-MACS assistance and is billed at current published rates. Examples include
the following:
- Assistance with the installation, testing, setup or use of hardware and third party
software, regardless of the distributor or vendor.
- Repair of corrupted data files or restoration from backups due to hardware
failures/errors, power outages, improper use/shutdown of the system, lack of necessary
disk space, etc.
- Assistance with the transfer of files created by MACS Software into third party
software.
- Assistance with the transfer of files created by third parties into MACS Software.
- Assistance with the transmission of data files.
- Clients not enrolled in MACS/care plus will be billed for all MACS Software Support and
Non-MACS Assistance.
- Clients enrolled in MACS/care plus will be billed for all Non-MACS Assistance.
Outside Consultants. . . . Some
agencies engage the services of a third party individual or organization to assist in the
installation, implementation and/or ongoing use of MACS Software. MACS will not be
responsible for the reimbursement of any portion of such fees incurred.
Prices Subject to Change Without Notice. |
