Supports plan and Entitlement

Choose your support plans with varied services

S.NoDescription30 Days Evaluation SupportStandard SupportPremium Support
1Support Availability9 x 524 x 724 x 7
2Acknowledgement2 Business Days1 Business Daywithin 4 Hours*
3myGOFRUGAL Support appsupport availablesupport availablesupport available
4Chat with support teamsupport availablesupport availablesupport available
5E-Mailsupport availablesupport availablesupport available
6Phone Supportsupport callsupport availablesupport available
7Service Pack/Minor Releasesupport callsupport availablesupport available
8Customer Portal Accountsupport callsupport callsupport available
9PSAM - Premium Support Account Managersupport callsupport callsupport available
10KBasesupport availablesupport availablesupport available
11Support Forum accesssupport callsupport callsupport available
12Business and Technical Best Practice tips through SMS and Mailsupport callsupport callsupport available
13Security review, Advanced features available in product and Sharing industry best practices**support callsupport callsupport available
14ALR charges for serverN/APrice listPrice list
15ALR charges for each additional clientN/APrice listPrice list
16SQL Service corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...)N/AN/AN/A
17SQL Database corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...)N/AN/AN/A
18Hardware issuesN/AN/AN/A
19Data lossN/AN/AN/A
20Operating system issuesN/AN/AN/A
21Virus issuesN/AN/AN/A
support available  Service will be covered
support available  Service will not be covered
**  Limited to 1 person day effort only
N/A  Not applicable


 

Standard vs Premium ALR Edition-wise Comparison
Services OfferedStandard ALRPremium ALR
 Edition : ALLStarterStandardProfessionalERP
Product UpdatesYesYesYesYesYes
Digital Support(Chat support)YesYesYesYesYes
myGoFrugal UsageYesYesYesYesYes
Access to help videosYesYesYesYesYes
GoFrugal Online Group Training SessionYesYesYesYesYes
Voice Support as per entitlementNA2hrs3hrs5hrs10hrs
Customer Success Calls as per entitlementNA1246
Visit as per entitlementNANANA14
Customer Success – Account ManagerNANANANAYes


 

Notes: 
Acknowledgment: The acknowledgment will be sent within 2 business days for evaluation users, within 1 business day for standard support users and within 4 hours for premium support users. 
To know about Annual License Renewal policy click here 
To about the pricing click here 
 

For all editions, either Standard or Premium support plan is mandatory.


 

Only the Standard support and Premium support users can access online, get connected remotely and make use of the Service pack/minor releases.


 

Only the Premium support users can avail the Customer Portal Account, PSAM - Premium Support Account Manager and On site support(If required).


 

* Pricing mentioned above is for software license validity of One year from the date of purchase, validity is extended for another year with on-time payment of Annual License Renewal (ALR). EULA (End User License Agreement) last updated on 11th June 2017, click to read change summary


 

* For Annual Subscription license model, the ALR is included.



 

Terms and Conditions of Support plans, Support features, Pricing and Support availability are subjected to change. 
 


 

#Assure Care Terms first implemented on February 2007
#Assure Care Terms & Conditions last updated on June 2014
Support Agreement   |   Assure Support  |  Product Life Cycle   |  ALR Terms & Conditions  |   ALR pricing    |  FAQs