|
CASE MANAGER IS A VERY STABLE PRODUCT. However, software
problems can occur for a variety of reasons, and most errors
are accidentally caused by a user and are unrelated to software
integrity. Below are some common QUESTIONS
& ANSWERS.
Do I have to pay for Case Manager Technical
Support?
What are some of the potential user
created database errors, and the causes?
What do I do if one of the software features
does not operate properly?
Why do I need to
fill out a support form online instead of just phoning for support?
|
FREE
TECHNICAL SUPPORT:
UNLIMITED FREE TECHNICAL
SUPPORT BY TELEPHONE OR SUPPORT TICKET: For questions
relating to "How To Use Software" or functionality.
No time period limitation. Free training provided
with no time limitation.
90 DAY GUARANTEE SOFTWARE
INTEGRITY: Free Technical Support for any issues concerning
"faulty software" is provided for a 90 day period
from the date Case Manager is installed on User's computer.
This is to enable user to confirm that the software functions
well in all respects. It is the User's responsibility to
report any discovered defects or database corruption, which
we repair at no cost to user.
Free tech support is limited
to fixing problems cause by "faulty" programming.
Any software problem or error, including database corruption,
not related to the integrity of the software as originally
delivered to the User, and caused by User error or User
employee error would not entitle User to Free support.
Paid Technical Support:
User and User Employee caused
software errors are referred to Case Manager Paid Technical
Support, and user must pay the hourly support rate to have
tech support fix those problems. User may elect to have
any outside vendor fix a reported support problem when it
is a paid support issue.
Following the 90 DAY GUARANTEE,
technical support is provided at a quoted cost "per
incident".
User Requested Software
Customization (Updates) - From time to time, NPPSN (software
developer) might customize (update) certain features in
Case Manager at the request of a Case Manager user. All
"custom" software programming requested by User
to enhance the version of software originally subscribed
to by User, shall be performed by NPPSN's paid support group.
All custom programming is subject to approval by NPPSN,
and if approved, shall be provided to requesting user at
a quoted cost, and subsequently the updated software
shall be provided at no cost to other users.
The exception to this policy
is those instances where NPPSN updates the software as
a result of similar requests from a significant body of
users, which if undertaken, is provided to all Case Manager
users at no cost.
NOTE: Custom programming
is considered an ongoing work in progress, and requires
testing and programming time periods that cannot be estimated
in advance, and for this reason when the original programming
is provided to user and user later requires additional programming
to either alter or correct functionality, the user shall
be required to make payment for any additional programming
time required to alter or correct functionality.
Any User may elect to update
its existing Case Manager software to contain the features
requested by another user who paid for custom programming.
Alternatively, User may retain the original software licensed
by NPPSN (recommended). There is a 90 Day Guarantee and
free tech support for customized updates during that period.
Case
Manager software is a very stable product that has been
on the market for over a decade.
It is the only software we know of where users can request
"custom programming" to add features to the software
for their specific use. If any custom programming
is faulty in any way, we fix it at no cost to the user during
the Guarantee period.
As you are aware, users of any type of software, can corrupt
their software, causing a variety of errors in operation,
which we provide support for
at a "cost per incident". This
is standard procedure for most software providers.
To provide certain types of support, especially where a
software malfunction is involved, we require that you to
transfer your database to us using our automated transfer
utility, to enable us to analyze a reported software error
(user created or programming bug). This is required since
we cannot properly analyze a database error by simply connecting
to your computer. We must run a script locally on our internal
server that will assist us with the analysis. If
we determine that there was a problem caused by faulty programming
on our part, there is no charge for the fix. If we determine
that a database error was caused by "user error"
of any type, including errors caused by updating of windows,
duplicate data entry, networking problems, or any type or
user created error or database corruption due to user error,
then the user will be required to pay a cost for the fix.
Back
to questions
|
|
USER CREATED ERRORS
Common User Errors
Database errors can be caused by users due to the following:
- Downloading an upgrade and corrupting the file during
download
- Corruption of certain database files when installing other
3rd party software
- Upgrading system hardware
- Updating windows software
- Improper networking installation or network corruption
- Firewalls blocking workstations
Since
Case Manager is subscription software that you pay for monthly,
when the software is installed it retains key information
about your computer configuration, such as operating system
ID, memory, hardware, and registry structure. In other words
it "remembers" the identity of the computer it
was installed on. This enable us to restrict other users
from installing Case Manager software that has not been
licensed.
As a
result, if you change the configuration of the computer
system that you installed Case Manager on, such as adding
new memory or internal hardware, there is a chance that
when you try to boot Case Manager, it will ask you to reenter
your license information before the software will function.
In short, Case Manager thinks that you are trying to install
the software on an unlicensed computer, since it has detected
a difference in the original configuration due to your memory
or hardware upgrade. If this occurs, you simply CLICK ON
THE REGISTRATION BUTTON and it will reset the license and
the software will function.
Back
to questions
|
|
IF
ANY SOFTWARE FEATURE DOES NOT FUNCTION PROPERLY?
Our highest priority is to make sure that your
database is always functioning properly, as we understand
that time is money, and we will do everything within our
power to assist with any software problem whether it requires
free support or paid support. The support we
do not provide is anything unrelated to Case Manager software
integrity, such as viruses, networking problems, computer
slow downs, network slow downs, etc., but we will refer
you to someone who can help you with this.
To
report a software bug or integrity related issue, please
click here and fill out a support
request, and a technician will review it and connect
to your computer to fix the problem or walk you through
a minor fix.
Back
to questions
|
WHY WE NEED YOU TO SUBMIT SPECIFIC INFORMATION
IN ORDER FOR
TECH SUPPORT TO ASSIST YOU PROPERLY?
We need
you to submit very specific information about any perceived
problem for many reasons.
Firstly,
some users are uncomfortable with technical issues, or the
use of their computers, and have a harder time describing
the nature of a perceived problem. Often, these so-called
problems are not problems at all, but simply a result of
either the user's misuse of the software or unfamiliarity
with how to use the software. Many users do not bother to
read our user manuals, or to view our online software training
videos, and when this occurs a user is likely to report
problems that have been self-inflicted, and not due to software
bugs.
Also, the first thing inexperienced users do when failing
to read our manuals, it to enter a bunch of sample records,
including invoices, pay statements, clients, etc., and in
doing this improperly certain areas of the software will
not function properly, through no fault of the software. Often,
our tech support team has to reinstall the software rather
that spend hours trying to replicate all of the steps taken
by the users to create the problem.
Our
technicians can best assist users when they have a SPECIFIC
idea of the nature of the perceived problem, including the
user's perception of the problem, copy of the error code
that appears on screen if an error occurs, anything a user
might have dome immediately before an error occurred, and
recent upgrades to the computer etc. THIS IS VERY IMPORTANT,
as a technician is not sitting at the user's computer when
an error might occur, and a brief description of the error
is not always helpful, depending on the user's ability to
relate in some technical detail what occurred to cause the
problem. It is usually when our technician can either
view error codes or actually connect to the user's computer
that we are able to diagnose a problem accurately.
As 8
out of 10 reported problems are uncomplicated user errors,
it is even more important that our technicians have detailed
facts before rendering assistance.
If you
fill out and submit all of the requested information on
our Case Manager Support Form our technicians will be
able to diagnose your perceived problem more efficiently....plus
it saves a lot of time.
Back
to questions
|
|
