All new purchases of ISIS products are supplied with one years support included.

Standard Software Cover includes:

• Telephone, Fax and Electronic mail Help Desk support to assist clients with any questions and rectify any software faults.*
• Support includes assistance to clients regarding system setup, maintenance and use of the system.
• Help Desk hours are 9.00am to 5.00pm business days.
• Maintenance to rectify software faults.
• Free quarterly upgrades, or as they become available.
• Remote modem support using PC Anywhere
  software.**
• 1 day on-site consultation per site.
• Database recovery service.***
• Enhancement request service.

*In order to ascertain certain faults the client may be requested to send ISIS a copy of the database or other files as required. It is the responsibility of the client to ensure ISIS receives copies as requested. Details of accepted data mediums are available from ISIS on request.

** Clients must purchase software separately and are responsible for the setup and configuration of the software.

*** Should the client’s database become corrupt ISIS can attempt to repair it and recover the information. This is not always possible and may take a relatively long time to complete. It is therefore important that the client has an up-to-date, non-corrupt, backup available to restore at all times.

Standard Software Cover excludes:

• Support for computer hardware and networks.
• Support for software operating systems.
• Support for third-party software including Microsoft Office.
• Support is not intended as a replacement for a client training course and ISIS reserves the right not to support issues which are a result of the client not purchasing the appropriate training.
• The database recovery service may be withdrawn on occasions to clients who have an unreasonable number of corruptions that are considered to be caused by factors other than the ISIS software.

Site Visits
As part of the Support Agreement the client is entitled to one day’s on-site consultation per site. Once this has been used site visits to handle support issues will be made at the discretion of ISIS and will be chargeable at the current prices in force at the time of the visit. In certain circumstances ISIS may decide to waive this charge.

Support Agreement Prices
In addition to this standard support agreement, specific agreements can be negotiated according to client requirements. For current prices please refer to the current pricing schedule.

Overdue payments
No support will be provided until any outstanding support Invoices have been settled by the client. Failure to settle any due account within 30 days of Invoice will render the support plan void. Customers requiring subsequent support services will be required to re-instate their maintenance plan and catch up on any lapsed support.

Lapses in Support Contract
Clients without support agreements who later wish to upgrade to a new release of a software product, or start taking advantage of our support services, are required to pay the annual support agreement prices currently in effect, for the full period from the date that any previous support contract lapsed until twelve months beyond the current date.

Payment Options
Support can be purchased for twelve months payable in advance, or by thirty-six months, payable quarterly in advance by standing order.