Remote
Support Service™
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An RSS subscription provides comprehensive support for all the products and services we provide. This document describes specific benefits, requirements, and also gives some background on the communications software we use to provide you with real time, on-line support. |
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| Up To Twelve Hours Of Support! |
RSS! entitles you to up to twelve hours of support services for the software and hardware we sell and lease within any twelve month period for $799.00 pre-paid. Support may be provided on-line (internet remote control connected to your computer), by fax, by voice, or at your business site at our discretion. This time can be used for training, problem solving, or to get an expert opinion about any question related to business computing. |
| Free Subscription To News From The Suntower! | Each bi-monthly issue is chock full of information for PC users everywhere. Columns include software, networking, hardware, Windows, and of course, Simple Accounting. The presentation is easy enough for beginners but also contains important information for advanced users. Our newsletter often makes sense out of topics that magazines only make confusing. |
| Overnight Software Maintenance (M-F 11pm to 7am EST) |
For major problems, simply give us a description of the problem and activate iClose-Up. We will examine your system and either resolve the problem immediately, or contact you to schedule billable service time. |
| Emergency! | Suntower Systems is equipped to provide you with same day service in the event of catastrophes. Such services are not free and are billable at prevailing rates. |
| Discounts On Authorized Training For Famous Programs | We provide authorized training to RSS! subscribers at a very reasonable hourly rate for Novell®, Quattro Pro®, Wordperfect®, Microsoft Windows® and, of course, our own Simple Accounting. These sessions are conducted by prior appointment only and may be conducted remotely, or on-site at our discretion. |
| Discounts On Other Products And Services | Get up to 50% off on many software and hardware products with your subscription to RSS! We offer fine products and services from Intel, Microsoft and of course, Simple Accounting. |
| Types Of Support Provided | This contract entitles your company (you) to twelve hours of support services for the software and hardware we sell and lease within a twelve month period by Suntower Systems (us) beginning on date of first support chargeable to your account. This covers normal software and hardware maintenance, the definition of which is left solely to our discretion. |
| Methods Of Support Provided | Support may be provided via modem, fax, voice, or at your business site at our discretion. The time can be used for training, problem solving, or to get an expert opinion about any question related to business computing. |
| Rights To Access | You give us the right to access your computer for the sole purpose of supporting your system and our hardware and software products. You agree to allow us to utilize your computers in any manner consistent with that purpose. |
| How Time Is Charged To Your Account | You are charged for support in fifteen minute increments. Any
work we do for you, either by phone, fax, modem, on site, or at our offices, is charged
against your subscription. Routine questions can usually be answered by our knowledgeable
staff. Calls under 15 minutes in length are not charged to your subscription. Unused time is not applicable to next year's subscription. |
| Billable Services Quoted First | Should you request a service which we determine to be billable under the terms of this agreement, you will be given a quotation before any work is performed. |
| Option To Renew | Customers in good standing will be given the option to renew their subscription at the prevailing rate. Though rate increases are rare, you may also pre-pay for multiple blocks of time at the current rate. |
| Terms Of Termination
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Either party may terminate this contract at any time with prior written notice. After termination, no further support will be provided and we will refrain from attempting to access your system. You will be entitled to a pro-rated refund of the unused portion of your current subscription. If you have received pre-packaged software (such as iClose-Up), our normal sale price will be deducted from your refund if the software is no longer in a re-saleable condition. |
| Security | We will make every reasonable effort to protect the security of your computer data. We promise to not share its contents with anyone else for any reason, and to not use it for purposes other than those necessary to maintain your system and without your express permission. We cannot accept responsibility for the confidentiality or safety of your data from unauthorized persons. |
| Limits Of Liability | We will in no event be liable for direct, indirect, incidental or consequential damages resulting from any defect, error or failure to perform resulting from services performed, or not performed as part of this contract, even if Suntower Systems has been previously informed of that possibility. Your sole remedy in any case shall be limited to a refund of the balance of subscription per the Terms Of Termination previously described. Granting us permission (either oral or written) to access your system, indicates your acceptance of all the terms and conditions stated herein. |
| Remote Access Software | We use Norton Lambert's iClose-Up®
software or Microsoft's Terminal Services to access your computer. For this document we will refer to iClose-Up only;
however, most of the points we will raise are common to all remote access programs. This type of software is memory resident, meaning that when you run it, it hides in the background waiting for us to call into your system. Once the software is running, you are returned to your C:\> prompt and might be quite unaware that it is evening loaded. This lets you go back to work while waiting, and it also allows you to continue using your computer for training while we are accessing it remotely. The disadvantage is that these programs take up precious RAM, and therefore should not be left loaded all the time. After we have finished accessing your system you should always re-boot your system to remove the software from memory. |
| Scheduling Time | When you need service, call us and we'll schedule a time, usually after normal business hours. Before the scheduled time, have your computer turned on, and iClose-Up loaded to accept control from another computer (see the iClose-Up manual for easy instructions). We will then call your computer and go to work. If we schedule to connect with your system after business hours, we cannot guarantee a specific time to provide that service during the evening. For that reason, you should make certain that your system will be available for us for that entire night, until 6:00 am EST. This is in no way detrimental to your hardware. You should contact us if other arrangements are necessary. Your subscription will be charged for support time if you agree to make your system available to us during the night and it is not ready for us to access. |
| What Happens While We're On-Line? | When accessing your computer we have, essentially, complete control over that computer, just as if we were sitting at your console typing. We even have the capability to prevent you from accessing your keyboard (to prevent you from accidentally interrupting us while we are working). During training, you can see what we type on your screen and we can see what you type. It is a bit like having a ghost typist looking over your shoulder. We can also transfer files to and from your system. We often do this for the following reasons:
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| Obtaining Permission | We will never attempt to access your computer without first obtaining your permission. |
| When We Are Through | When we are through accessing your system we will attempt to re-boot your computer, freeing your phone line and preventing others from unauthorized access. Sometimes, due to bad line quality, the re-boot command doesn't work correctly. It is, therefore, very important that you re-boot after we have finished. If iClose-Up is interrupted while it is transmitting or receiving, your telephone line may be off the hook until you turn off the computer. Turn off your computer to hang up the line. Your subscription will not be charged for unavoidable transmission errors due to poor signal quality. |
| Security | We can only call your computer when iClose-Up is loaded and active. Even then, your computer can only be accessed by a computer which has iClose-Up software installed; however, you can use iClose-Up as a general purpose communications program. iClose-Up may also be configured with a private phone directory which you maintain. Only users in this phone directory can access your computer and each can log in only with their own password. After a caller connects, your computer can be set to hang-up and then dial back to confirm their identity. This provides double protection and has been accepted for use by many corporations and government agencies. |
| The Importance Of A Good Quality Internet Connection |
We strongly suggest you obtain a constant connection to the internet, either through DSL or T1. Please contact us if you need help obtaining this service. |
We're sure you'll find RSS! to be an invaluable benefit to your company and a bargain as well. Although the services we provide are designed to make your life more simple, explaining what we do, and how we do it can get complicated. Rest assured that once your modem and iClose-Up are installed, we'll take care of the rest, if and when you need it. After all, that's the whole idea isn't it? If you have any questions, just call.
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