WHAT IS TELEPHONE SUPPORT?

Our Telephone/Web Support Plan provides operators with help, assistance and advice on the most effective use of their accounting programs, such as how to perform tasks, use of the procedures provided, the various report options, how best to find information, the effect of changing set ups, and the operation of period end routines.  The aim of the phone support service is to resolve the majority of quick and simple questions that you have everyday while operating your computer system.  Our Help Desk consultant will not be able to resolve all problems over the phone being a first level consultant. Their role is to:

• Solve the problems they can.
• To escalate the problem to an appropriate consultant, who will address either by visiting, dialling in or resolving over the phone and charge their normal hourly fee.
• To direct you to appropriate third parties if your question is outside the scope of our company.
• To maintain the response rate a phone support call will be limited to a maximum of 15 minutes per call. If one incident requires more than three separate calls then the incident will be passed to an appropriate consultant.

What IS covered under your Telephone/Web Support Contract?

• Priority given to companies under this Support Contract.
• Support from our office based Help Desk Consultants. Telephone support (unlimited) Mon to Fri, during normal working hours 8.30am – 5.00pm. After hours phone support or mobile phone support
  is charged at normal consulting rates.
• Assistance with downloading updates from the Internet.
• Free End of Financial Year procedures course (notes only) for operators.
• Free Annual Site Audit to check on correct use of the software and procedures.
• Discount on our scheduled training courses for new and existing operators.
• Our Newsletter with tips, updates and techniques (usually monthly).
• Specials on hardware and software items.
• Access to our Frequently Asked Questions database on the Internet (available 24 hours a day) www.caman.com.au
• Able to download requested documents eg: month end procedures.

What IS NOT covered under your Telephone/Web Support Contact?

• Design and set up of General Ledger chart of accounts or amendments thereto.
• On Site support.
• Modem support.
• Changes to screen and form layouts.
• Balancing your books – we will, however provide advice on how to go about it.
• Data entry – however we may be able to arrange a chargeable temporary operator.
• Writing Reports via Crystal or other report writers.
• Changes to your programs, as we cannot obtain “source code”.
• Fixes to operating systems or network related problems.
• Loan equipment or programs.
• Training.
• Data or reports emailed or faxed to our office for work to be done on them.
• Support via mobile phones.
• Restoring data.

We are happy to solve your problems with any of the above items. However, as they are not covered in the above plan, they are chargeable at our normal hourly rates. Please contact our office for our current rates.

Examples of what would be charged.

1. A client rings with a corrupt system which requires the system to be restored. To diagnose that the system needs to be restored is phone support but to take an operator through a step by step restore is not. We are happy to do this but will charge for the time and we should then co-ordinate to attend site to train the operator and create standard operator instructions for the future.
2. A client has a problem with their bank reconciliation and over phone support we ensure that current balances are entered but system still does not balance. Client then faxes through the bank reconciliation and bank statements to obtain help on doing the reconciliation. Up until the information is faxed through it is phone support.

How can you help yourself and what we believe are your responsibilities?

• To have staff trained in accordance with our recommendations.
• To have manuals readily available on site to help operators detect their own problems.
• To have staff trained on computer operations and systems.
• To keep a computer log for recording daily activity & all error messages.
• To follow and use the procedures outlined in the procedures manual.
• To ensure data integrity checks and reindexes are run regularly.
• To ensure back ups are done daily.
• To notify us of any errors immediately they occur.
• To read any release notes when issued by the Accounting Software Developers.
• To read your monthly newsletters.
• To pay our support charge in advance of period commencing.

What is the price structure?

Business Software Customer Care Plan

The CA Management Services’ help desk is designed to answer quick queries (normally up to 15 minutes) and not for over the phone training or lengthy guidance on how to do a function. This role is directed to your consultant where possible who will bill at our normal hourly rates. The help desk will take queries on any subject to do with your accounting system and attempt to answer or direct you to an appropriate source. The help desk is designed to be available between 8:30am – 5:00pm Monday to Friday (excluding Public Holidays) with a same or next business day response.

This help desk is available in two formats. Most commonly used is the Annual Support Contract whereby a quarterly direct debit is charged and is similar in nature to an insurance cover for any problems that may be experienced. It allows for unlimited calls to the help desk for general assistance during this time. The clients using this service are also entitled to special offers that we have from time to time including discounted stationery and training courses.

The rate for the Customer Care Support contract varies depending on your number of users and is billed quarterly on a direct debit basis.

• Level 1: Single user - $65 per mth +GST
• Level 2: Up to 10 Users - $98 per mth +GST
• Level 3: Up to 20 Users - $130 per mth +GST
• Level 4: Up to 40 Users - $165 per mth + GST
• Level 5: 40+ users - $195 per mth + GST

Technology Customer Care Plan

Optionally, you can also join our Technology Customer Care Plan. Our Technology Customer Care Plan covers you for any workstation or network queries. This includes hardware, printers, Microsoft Office, email, internet, virus related issues and any other questions on your technology.

• Level 1: Single Workstation - $35 per mth +GST
• Level 2: Up to 10 Workstations - $55 per mth +GST
• Level 3: Up to 20 Workstations - $70 per mth +GST
• Level 4: Up to 40 Workstations - $90 per mth + GST
• Level 5: 40+ Workstations per server - $55 per mth + GST

Please note:
• Non-metro clients will be charged the above plus 25%
• Multiple Site clients will be charged on the total number of Users or Pc’s

Should you wish to take up both Business Software and Technology Support Plans we will reduce the overall support plan fees by 20%. 

The second format is on a pay as you use basis. All calls are logged and charged out at $60 plus GST per 15 minutes with a minimum of $60 plus GST per call. Any support calls direct to a consultant’s mobile will also be charged at non-contract rates.

CA Management Services also rewards our loyal customers! When you renew your annual support contract you will receive vouchers entitling you to attend our Business Software training courses absolutely FREE!

The number of FREE training course vouchers will be dependent on the level of cover you choose.

• Level 1 Single user sites - 1 free ½ day accounting software courses per annum (saving up to $308)
• Level 2 Up to 10 user sites - 5 free ½ day accounting software courses per annum (saving up to $1540)
• Level 3 Up to 20 user sites - 10 free ½ day accounting software courses per annum (saving up to $3080)
• Level 4 Over 21 user sites - 15 free ½ day accounting software courses per annum (saving up to $4620)

N.B. End of year training courses are excluded from this offer.

Please Note: Don't spend too much time studying the information contained within this website as your time would be better spent speaking directly with a qualified Consulant and/or having a demonstration, so that your requirements may be specifically addressed.

Contact CA Management Services for more information or to arrange an online or onsite demonstration.

Telephone: 08 9470 9922
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