Support [RayMedi Annual Support Assurance]
FAQ
(Frequently Asked Questions and Answers) |
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| 1. |
What is ASA? |
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How do I access GoFrugal support ? |
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How will I get a receipt for the payment I've done for your services? |
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If issue persists after contacting GoFrugal 24x7, What should I do? |
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How do I learn more about GoFrugal ASA policy? |
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When and where should I purchase ASA? |
| 7. |
What are all the services covered by ASA? [Scope of service] |
| 8. |
Is it possible to re-install the software on a different system under standard ASA plan ?
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| 9. |
What are the ASA plans available and what are the current prices ? |
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How will I pay for ASA ? |
| 11. |
Is ASA mandatory to contact support ? |
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Can I pay visit charges as and when I utilize GoFrugal support services instead of paying ASA ? |
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How many maximum and minimum visits possible for a valid ASA customer ? |
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Why visits are not in ASA plan? |
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Does ASA include computer hardware and other IT infrastructure also ? |
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Have you included any special feature training as part of GoFrugal in ASA ? |
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How will I check my ASA expiry date ? |
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Is that must for the Starter (Free) edition customers to pay for ASA ? |
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What are the services / issues not covered under ASA ? |
| 20. |
The other software vendors are not asking any AMC charges for their service. Why do you ask for? |
| 21. |
I never called you, GoFrugal is running well without any need for support. Should I still pay ASA ? |
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I have 1 server and 3 additional licenses but now I am using 1 server and 1 client only. How I will be charged for ASA? |
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I have installed your product in the year 2009 and I've been using your product for the past 2 months only. Then, why should I pay for ASA? |
| 24. |
I have 5 more outlets and should I pay for those outlets also? If so, Can I have discounts? |
| 25. |
Can I pay ASA for RE4 / RE5 / DE4 / RPOS63 products? |
| 26. |
Does GoFrugal have voice chat facilities? |
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| 1. What is ASA? |
| GoFrugal's ASA abbreviates for Annual Support Assurance. When you make a purchase with GoFrugal's ASA, you are entitled to services included under the ASA plan. All plans incorporate services such as 24x7 telephone support and remote support to get responses on usage queries and training issues. You are also entitled to the maintenance updates released by RayMedi. Visit Support Entitlement to Know more about the ASA plans available. |
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| 2. How do I access RayMedi support ? |
You can get in touch with GoFrugal by email, phone etc. The easiest way to contact GoFrugal 24x7 response center is by calling the response center number at +91 435 302 7900. GoFrugal response center provides an incident ID for every support issue reported by you. In case of follow-up on the issue status, you can use the Support ticket ID. Customers can view the current status in the Website GoFrugal Support .
You can also access GoFrugal support by sending email to techsupport@gofrugal.com or by sending SMS to +91 90940 39669. |
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| 3. How will I get a receipt for the payment I've done for your services? |
GoFrugal CRM system is updated with the payment history. GoFrugal staff will issue a temporary receipt which is available as part of the support visit form while collecting the payment and GoFrugal HO sends a receipt for the payment within 3 days of the payment. Please do not make cash payments and feel free to contact accounts@gofrugal.com or Sathish Jaganathan (Manager – Accounts receivable) at +91 81 4406 1001, in case you did not receive receipt within 5 days
Once GoFrugal updates the ASA payment in its system, You can click “Update ASA” button in Help (it will update current ASA expiry details in your system) |
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| 4. If issue persists after contacting GoFrugal 24x7, What should I do? |
| You can escalate the issue by the following escalation process here is the link GoFrugal Support Contact. |
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| 5. How do I learn more about GoFrugal ASA policy? |
| Please visit Support ASAto learn more about GoFrugal ASA policies. |
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| 6. When and where should I purchase ASA? |
| ASA needs to be purchased separately while purchasing the software license. ASA is required from the date of software installation |
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| 7. What are all the services covered by ASA? [Scope of service] |
| The services covered under GoFrugal ASA depends on the ASA plan bought by you. Please visit Support Entitlement to know latest support plans of GoFrugal support |
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| 8. Is it possible to re-install the software on a different system under standard ASA plan ?
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| No. Re-installation happens due to hardware replacement, OS / registry corruption, hard-disk replacement, Virus issues etc. which are beyond the scope of maintenance under the standard ASA plan. So, customers must pay for re-installations even though they have a valid ASA contract |
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| 9. What are the ASA plans available and what are the current prices ? |
| RayMedi has Evaluation, Standard, Premium and Subscription ASA plans. Please refer to the latest price list at Support Price List for details on pricing for the different ASA plans. |
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| 10. How will I pay for ASA ? |
You will receive a letter from GoFrugal with reference to the ASA amount due from you. In case you have any questions on the same or if you would like to buy a different ASA plan, please feel free to contact +91 435 302 7900. You can send the DD or cheque drawn in the name of "GoFrugal Technologies Pvt Ltd" to GoFrugal's following office address:
GoFrugal Technologies Pvt Ltd;
III floor,Kaashyap enclave,
13A/209 velachery main road,velachery,chennai-600042 .
Phone : +91 44 4223 7800
Fax : +91 44 4202 2218 |
| (or) Can pay by Credit card or Paypal at http://store.gofrugal.com URL and follow the instructions below |
- Sign In
- Enter the Customer ID and Contact info (If you've forgotten the Customer ID, kindly contact GoFrugal 24x7, +91 435 302 7900],
- Select Services Tab,
- Select Product name and edition,
- Click Buy now,
- Select number of Qty,
- Click Add to cart,
- Select Payment type, License agreement and Click Check out
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| To avoid all the hassles and troubles, please never pay ASA by CASH. Always send the payments to GoFrugal only. You are not entitled to the ASA services if the payment did not reach GoFrugal. |
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| 11. Is ASA mandatory to contact support ? |
| Yes, ASA is must. You are not entitled to any support and maintenance services from GoFrugal if you have not subscribed under a valid ASA contract |
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| 12. Can I pay visit charges as and when I utilize RayMedi support services instead of paying ASA ? |
| GoFrugal does not have a per-visit support and maintenance plan. Please buy any of our ASA plans with respect to your support and maintenance needs |
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| 13.How many maximum and minimum visits possible for a valid ASA customer ? |
| Please note that software doesn't require any preventive maintenance. Software requires break fix, maintenance updates, clarifications on doubts and usage issues. All these can be supported by phone support or remote support unless a direct onsite visit is required to resolve the issue. GoFrugal support team will be deciding when such onsite visits are required and will arrange schedules along with the field service team. |
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| 14. Why visits are not in ASA plan? |
| GoFrugal support is taking responsibility to resolve all GoFrugal related issues. Customers need not to worry for the medium of solution given, It might be on phone, remote connection or any other way. |
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| 15. Does ASA include computer hardware and other IT infrastructure also ? |
| No. ASA is only applicable for GoFrugal's software applications which are subjected to the policy and entitlement of the customer |
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| 16. Have you included any special feature training as part of GoFrugal in ASA ? |
Yes. It is available only in the GoFrugal's Premium support plan. You are entitled to 1 day onsite support service. During this visit, GoFrugal consultant will brief you on the new features of the product to let you know about the current trends, security features, etc..,
Please visit Support Entitlement to know latest support plans of GoFrugal support |
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| 17. How will I check my ASA expiry date ? |
| Please go to the help menu in the GoFrugal Product and click About. Here, you can see the Expiry date of ASA |
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| 18. Is that must for the Starter (Free) edition customers to pay for ASA ? |
| Yes. With the Free edition of the product, only software license is free for life. Customers can download, install, activate and use it. If you need any support and maintenance services, customers must pay for ASA. Please see the FREE edition usage policy at http://www.gofrugal.com/usage-policy.html. |
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| 19. What are the services / issues not covered under ASA ? |
| Please visit Support Entitlement to know about the services/issues not covered under ASA |
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| 20. The other software vendors are not asking any AMC charges for their service. Why do you ask for? |
| Providing services involve costs for every company. So, if someone is serious about providing service, they must charge for it. While software license can be given FREE, services cannot be given free at all
As you know, GoFrugal has invested on the 24x7 response center and a world-class CRM tool to effectively manage customer support. GoFrugal has also invested on leased lines and well trained staff. To avail continued and assured services, you need to pay for the plan required to run your business. Well established business software companies like SAP, Sage, Intuit charge 22% ASA. |
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| 21.I never called you, GoFrugal is running well without any need for support. Should I still pay ASA ? |
| GoFrugal continues to improve the product quality to make them more and more support free. Still you need assurance that GoFrugal can provide you with the required maintenance updates and service assurance, when the need arises. You should subscribe to the annual subscription assurance plan inline with your business needs so that you can avail the services when the need arises. |
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| 22. I have 1 server and 3 additional licenses but now I am using 1 server and 1 client only. How I will be charged for ASA? |
| Based on the purchased license by the customers, we are charging for ASA. If client ASA is not paid, you have to pay for the client ASA when you are in the need of using the extra client. |
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| 23. I have installed your product in the year 2009 and I've been using your product for the past 2 months only. Then, why should I pay for ASA? |
| If you did not pay the ASA amount within the expiry date, our new support policy is applicable which means that you have to pay the ASA charges from day one. |
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| 24. I have 5 more outlets and should I pay for those outlets also? If so, Can I have discounts? |
| If you need our support with respect to outlet, we have to solve the issues in separate outlet and not in the same place. And we can't give discounts. |
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| 25. Can I pay ASA for RE4 / RE5 / DE4 / RPOS63 products? |
| No. Based on the product life cycle plan http://www.gofrugal.com/product-life-cycle-plan.htmlyou need to get upgraded to RE6, DE5, RPOS6.5 respectively. You will be eligible to Standard ASA support entitlement only after upgradation.Please find the price details at http://www.gofrugal.com/support-price-list.html |
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| 26. Does GoFrugal have voice chat facilities? |
Yes. Can contact following Ids through voice chat
 Skype
 Google
 Yahoo Messenger
 MSN
 techsupport |
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Zoho Chat
+91 435 302 7900
