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Formdocs™ Electronic Forms
Software
Customer Support Options
for
Formdocs Basic, Premium, Office, and Web
Editions.
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'Startup' Customer
Support - No Charge
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Formdocs welcomes all
new customers with free Basic support by e-mail, plus one free
telephone support incident for help with installing the Formdocs software - if needed - to help ensure your
Formdocs software gets up and running.
Eligibility for the one free telephone incident for installing
the Formdocs software begins on the day you
purchase Formdocs and ends exactly thirty days
later. Customers may also choose from among other available support
options described below.
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1.) 'Basic' Customer Support - No Charge
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Designed to meet the needs of most individual and
small business users, on-going Basic usability support via e-mail is
available at no charge. Customers must use the official Formdocs Support Request form by choosing the Product
Support command located on the Formdocs
Designer Help menu to submit their support requests. Due to
occasional high volume, response time may be two to three business days.
Support hours are Monday - Friday, excluding International holidays, 9:00
a.m. - 5:00 p.m. (Eastern time). Please note that only the original
purchaser can be the designated support contact. This plan does not include
priority support or telephone support, which are available separately and
described below.
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2.) 'Priority' Customer Support Plan - Annual Fee
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Designed to meet the needs of medium to large
organizations that depend on Formdocs for
mission-critical performance, Priority usability support is available on an
annual twelve month subscription basis. This plan provides unlimited Priority
e-mail support incidents and automatic delivery of any fixes, patches and
full version upgrades that become available for the edition of Formdocs you purchased. Our most experienced technical
support staff, who are located in the United States and who possess
the highest levels of Formdocs program expertise,
will answer your form design and usability questions quickly and
accurately. Typical E-mail response time is same business day. Support
hours are Monday - Friday, excluding Formdocs LLC
holidays, 10:00 a.m. - 6:00 p.m. (Eastern time). One designated support
contact person per plan; additional support contacts require additional
plan purchases. Plans start at $799.95 per year providing coverage
for up to 100 users; other prices are available by quotation based on
purchased license volume.
Please note that once Priority support is purchased,
it must also be purchased for any additional licenses of that product going
forward. To purchase an annual Priority support subscription
call Formdocs Sales at +1 (978) 685-8858.
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3.) Per-Incident Telephone Support - Pay Per Call
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Product usability support by telephone is available on
a per-incident basis (An "incident" is defined as one question
and one answer) by paying a per-incident fee with a credit card and making
a toll call to Formdocs technical support. Our
most experienced technical support staff, who are located in the United States
and who possess the highest levels of Formdocs
program expertise, will answer your form design and usability questions.
Please note the following: before you call you must know how to
use Windows Explorer to locate and view files on your computer; if you have
a network your network must be properly configured and operational; Formdocs support shall not provide any assistance with
learning to use or configure either your computer or network.
Per-incident fees are determined at the time the
request for support is made. (As of January 1, 2008 the rate is $39.95
per incident for the first twenty minutes and one dollar $1.00
per-minute thereafter). Incidents which cannot be resolved over the phone
shall still incur an Incident charge plus any accrued per-minute charges
(examples: Formdocs Support representatives are
unable to completely diagnose or correct the problem because of
insufficient information provided by the customer; customer questions
include issues that are outside the scope of Formdocs
usability; further communication about the incident is transitioned to
e-mail; unrecoverable consequences that result from customer's unexpected
use of the software, including mistakenly deleting records or files).
Incidents can be purchased individually or in blocks.
To purchase a telephone support incident with your
credit card, click here.
After you purchase you will receive by e-mail a Formdocs
telephone support incident reference number and calling instructions.
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Important Support Terms and Conditions
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If you need replacement for a lost Formdocs
registration code or software download, click
here. Please note that replacement requests cannot be
processed by telephone.
The
definition of Formdocs usability support
specifically excludes any Forms Automation Basic (FAB) scripting services
or Formdocs Software Development Kit (SDK)
support. Such services are available separately on a special per-incident
or project quotation basis.
Please
note that the scope of usability support provided will be limited to
the Formdocs product(s) you purchase. For
example, if you purchase a single-user Formdocs
Basic edition license, any support requests you make which do not pertain
to Formdocs Basic edition usage (i.e. PDF conversion,
forms routing, file-sharing, etc.) cannot be answered. To avoid unnecessary
delays when requesting support, please ensure your questions pertain to the
product edition and license volume you purchased.
No refunds
or annual carry-overs are provided for unused support incidents.
Formdocs support is offered
only to registered users whose information is recorded in our customer
database. Options and prices are subject to change without notice.
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