Support Services
RD Associates provide support to users of Commence, ACT! and GoldMine and associated CRM add-in products. With a wealth of experience gained since 1994 we are able to provide support for many different versions of these product; even if the version you are using is no longer maintained by the software authors, we may still be able to help you.
How can you get support?
Traditionally, RD Associates have provided support based on the purchase of a block of time in advance – “Support Blocks”. These support blocks are available as ½ day or 1 day units, costing £360 and £695 (payable in advance) respectively and are based on a 7 ½ hour working day. Discounts are also available for purchases of 3-day blocks or more. So, if you know you have a lot of requirements coming up due to business changes for example, call us for a quote.
The time purchased can be used for any mix of consultancy, telephone support, ad-hoc development etc on or off site. The support block can also be used to fund training courses and licence purchases. There is a minimum charge of 10 minutes per support incident.
The benefits of this approach are that it is flexible, simple to administer and equitable - you only pay for the time you've used rather than an arbitrary fixed fee linked to the licence price. RD Associates log all support calls and will provide a summary of how the support time has been used on request. The support blocks can be used for
Telephone Support
E-Mail Support
Site Visits
General Advice/Guidance
Training
Additional Licences
Remote Support
To enable us to provide an effective and responsive support service we use remote access tools. This software allows us to access your system remotely enabling us to diagnose and resolve issues simply and rapidly. The use of this tool substantially reduces the need for site visits and protracted support calls – but is totally under your control at all times.
Ad-hoc support services
Once your GoldMine or ACT! system has been up and running for 6-12 months, and you have received training, the amount of support/help you are likely to need tends to reduce quite dramatically.For customers like you, RD Associates are now offering a new service offering ad-hoc support as and when you need it.
We provide ad-hoc support to existing customers, and those who have had ACT! or GoldMine installed by other suppliers (or themselves).
Ad-hoc support is provided at a cost of £1.75 per minute – this is the charge per minute of the time we are actually working on your issue. We charge for the actual time we are working on your issue, not the elapsed time if for example we need to monitor something running. All you need to do is phone a standard rate phone number.
The first time you use this service you will be asked to sign an agreement, then you can use the service as and when you need it. If you want to restrict the use to certain members of staff from your organisation, just let us know and we will record this for future reference. If you want to be prepared, ask to sign up now – no charges are incurred until you use the service for the first time. No set up charges.
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