Supports plan and Entitlement

Choose your support plans with varied services

S.No Description 30 Days Evaluation Support Standard Support Premium Support
1 Support Availability 9 x 5 24 x 7 24 x 7
2 Acknowledgement 2 Business Days 1 Business Day within 4 Hours*
3 myGOFRUGAL Support app support available support available support available
4 Chat with support team support available support available support available
5 E-Mail support available support available support available
6 Phone Support support call support available support available
7 Service Pack/Minor Release support call support available support available
8 Customer Portal Account support call support call support available
9 PSAM - Premium Support Account Manager support call support call support available
10 KBase support available support available support available
11 Support Forum access support call support call support available
12 Business and Technical Best Practice tips through SMS and Mail support call support call support available
13 Security review, Advanced features available in product and Sharing industry best practices** support call support call support available
14 ALR charges for server N/A Price list Price list
15 ALR charges for each additional client N/A Price list Price list
16 SQL Service corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...) N/A N/A N/A
17 SQL Database corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...) N/A N/A N/A
18 Hardware issues N/A N/A N/A
19 Data loss N/A N/A N/A
20 Operating system issues N/A N/A N/A
21 Virus issues N/A N/A N/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 Offered Standard ALR Premium ALR
Edition : ALL Starter Standard Professional ERP
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