As part of your Software Licence Agreement, you are entitled to unlimited Harmony and Unix support by our help desk, between the hours of 9:00am and 5:30pm weekdays, Melbourne time which covers you for the following:
- On line help. A context-sensitive help function is built into all Harmony modules.
- Help on CD. A comprehensive reference tool for Harmony on a regularly updated CD.
- Remote support. FBS support staff have access to every Harmony site, via either dial up modem or the Internet. This enables us to access your system in order to diagnose and fix problems. This access can also be used for training purposes, utilising our Terminal Remote Control facility to enable training staff to see what the user is doing on the screen and to take control of their screen if required.
- Software Upgrades. We are continually improving and upgrading Harmony. Periodic upgrades are sent (at no charge) to all clients with a valid Software Licence Agreement.
- Upgrade notes. Each Harmony upgrade comes with extensive notes, so you know exactly what has changed in the software since the last release.
- An Account Manager to provide advice and information, and handle any issues that may arise. Also acts as a point of contact at Future Business Systems.
Special arrangements have been made for clients with overseas operations. You pay the annual Harmony module maintenance fee for after hours Harmony telephone support, as detailed above. However, you do not pay the perhour charge for after hours support, provided you call during normal business hours at your location.
Overseas sites that are branches of Australian clients, and using the same database, are expected to obtain support from their parent. Support by FBS for these sites outside Melbourne business hours will incur the hourly support charge.Note that only Harmony software support is offered to overseas clients, and support is by telephone only. Calls will be made to a designated number and at the client’s expense.
- We will support you by telephone, 24 hours a day, 7 days a week.
- You will be given an after hours telephone number, which puts you directly in touch with the duty support engineer.
- Support is for problems directly related to Harmony software only - not 3rd party software products or hardware.
- Support is by telephone only - no site visits are available after hours, unless prior arrangements have been made.
Clients who do not undertake this agreement may not be supported outside Future Business Systems’ normal working hours of 9:00am to 5:30pm weekdays, Melbourne time (excluding public holidays).
Note: This is not a hardware maintenance contract. FBS is not obligated to resolve any hardware problems that are not directly related to the Harmony software.