Technical Support
Annual Support
A & B Express Products offers an Annual Support program that is reasonably priced, and unlike many other software products, updates are included in the Annual Support fee. Questions often arise on how to setup a certain feature or how to manipulate the data, reports, or setup to give the desired results. The support program enables you to call us toll free when you need assistance using the various components of the software. Our ExpressTime staff members are experts in using the program and can answer your questions directly and accurately to ensure you are getting the most out of the system. We strongly encourage ExpressTime users to stay current on their annual support and updates so they can take advantage of the knowledge gained by calling for help, and enhancements made to the program through updates.
The support and update fee is based on how many lines the ExpressTime user is licensed for, beginning with $300 for a 1 line license and so on. The annual support fee is invoiced each year and mailed to the ExpressTime client. For specific pricing contact one of our ExpressTime Team members. They will be happy to give you a quote.
Billable Support
- In the event that the support we provide goes beyond working within the ExpressTime Datamanager or the ExpressTime monitor, it is considered billable at our current hourly rate and payable through a credit card payment at the time of the call or resolution of the matter.
- Any modification of a report (customizing) is billable at our current hourly rate with a minimum charge of half an hour.
3rd Party products
While we may provide recommended settings for the Windows operating systems, we cannot provide support for 3rd party products including operating systems, network components and hardware. Please refer to an onsite computer technician for support pertaining to operating your computer(s).
Call us for support after you have completed the following requirements:
- Your operating system (Windows 2000 "Professional" or Windows XP Pro) has been installed by your technician.
- Caller ID Deluxe (ID by name) has been enabled on your dedicated phone line(s) by your telephone provider.
- Rollover from Line 1 to the subsequent line(s) has been enabled by your telephone provider (for ExpressTime users running more than 1 line.)
- Your onsite technician has followed installation instructions provided on the ExpressTime CD (for questions pertaining to a new install.)
Updates
Before submitting a support issue, please check our Downloads Page and make sure you have the latest release of the software application. Support questions can be submitted by phone or email - see Contact Us.
New Installation
If you are having problems installing one of our products, make sure you review the installation guide and help system. It is recommended that new installations be done by an onsite technician, preferably during our office hours in case questions arise that your technician needs to discuss with us. A new installation is typically a low level of difficulty and takes about 1-1/2 hours.
Send Computer for Installation
Another option is to ship your computer to us for installation. This is most commonly done when the client is purchasing a new computer. Our ExpressTime technician will install your newly purchased ExpressTime system on your PC for a total shipping fee of $50 to cover shipping the computer back to you. This saves you time and money. When your computer arrives at your location, it is ready to accept the dedicated line(s), enter your data, and start using the program.
Moving ExpressTime to Another Computer
We strongly urge our ExpressTime clients to call us in advance and set up a telephone appointment with their technician to ensure he/she has all information and software needed to move ExpressTime. We cannot guarantee we will be available to assist in moving ExpressTime if you have not notified us in advance.
Your program has helped me in every aspect of my business. We have not missed a building due to "No Shows" since starting. It has improved productivity and the bottom line of our company. My company uses the voice mail everyday to leave messages for employees as well as remind the office manager of special jobs and personnel changes, etc. It is really user friendly. I really appreciate the support from your staff. I talk to someone when I call, and they always have the answer to my problems.
- Myron Johnson
BES Janitorial