If the issue requires a document or transaction
audit, the issue will be referred back to the ACCPAC Solution
Provider to perform these tasks. If the Solution Provider and/or
the client prefer to have Visionetix handle this audit, a charge of
$AUD150 per hour will apply.
If it is determined that a problem exists with the
client's data, Visionetix will offer to repair the data. A
quote will submitted to the client before work commences.
If it is determined that the issue was caused by a
programming error in a Visionetix product, all fees mentioned above
will be refunded.
Technical support issues for ACCPAC Solution
Providers will be handled in the order they are received. Issues may
be reported by telephone, email or fax, however, the preferred
method is by email. We will do our best to respond to you within 24
hours.
Please see the General Policy above for possible
costs in dealing with your issues.
Visionetix provides free technical support for 30
days from date of product activation for registered users. We will
ask for registration information including serial number and for the
name of your ACCPAC Solution Provider. Technical support does not
include product installation and set-up, hardware or network
support, or staff training in the use of the product. We recommend
that these services be obtained through your ACCPAC Solution
Provider.
Once the free, 30 day technical support period has
expired, the preferred course of action for Product Users is to
deal with your ACCPAC Solution Provider. Visionetix will deal with
Product Users directly if that is the course of action preferred by
both the ACCPAC Solution Provider and the client. Charges will
apply for this service.
The two options available to Product Users to get
technical support from Visionetix are:
- A per incident fee of $AUD100 payable by Visa
or MasterCard in advance.*
- An annual technical support plan which allows
for multiple incident resolution.
Once again, training, hardware or network support
and data repairs are not included in these prices and will be
referred to the ACCPAC Solution Provider.
Please see the General Policy above for other
possible costs in dealing with your issues.
*If it is determined that the issue was caused by
a programming error in a Visionetix product, the incident fee will
be refunded.
Please use this checklist to gather information
that will assist us to resolve your problem.
Check your manual, product help files and our
technical support documents on our website.
Check that the latest Service Pack is installed.
In ACCPAC Advantage Series, select Help from the ACCPAC menu then
select System Information. Record the Visionetix application's name
and version number including the Service Pack number. You will also
be asked for your operating system information and network name and
version number. Please have this information ready.
The
latest service packs are available on the downloads page.
Run data integrity and record all on screen
information if errors occur.
Please record the following information about the
problem:
- A detailed description of the problem.
- If you have been able to reproduce the
problem, outline the steps involved to do so.
- The exact wording of any error messages
- What you were doing when the problem occurred.
- What procedures, if any, used to attempt to
solve.
- Try the same procedure in sample data. This
will assist us to determine if the problem is data or program
related.
- Try the same procedure on a different
workstation. This can help establish if the problem is related
to one workstation.
- Does the same problem occur for ACCPAC
administrators or network administrators? This will establish
whether the problem is caused by incorrect ACCPAC security
settings or by incorrect network rights.
