Box Office Xpress Service Plans

Ticketing Systems - Service Plans

NOTICE: BOX Jr 2.x is no longer supported, as of Dec. 30, 2011. This is due to the age of that version as well as incompatibility with recent versions of Windows.
Visit here for information on the new features found in the most recent version of Box Office Xpress Junior.

Do I need a support plan?

Typically, no. You should be able to find all the Help you need in the software's Help System and tutorials. However, some people may find these types of resources to be inconvenient, and others may just not be comfortable with computers. As such, some may prefer to just be able to ask for help whenever they need it.

Annual Plans - How it Works
Per-Incident Support - How it Works

Pricing

Annual Plans
Basic	$ 500 (20 credits)
Unlimited^3,5	Quote (starting at $ 3000 for a small venue with up to 4 users)
Premium On-site Support	Quote plus expenses

Per Incident (see important terms, below)^{^4,5,6}
(no plan) e-mail or fax incident	$ 30
(no plan) phone-in incident²	$ 60
(no plan) remote assistance^1,2	$ 90 per session, up to half an hour

Annual Plans

How It Works

Annual plans are pre-paid. The Basic service plan allows you a certain number of credits that are applied towards technical support. Because of the time and costs associated with technical support, phone calls are more expensive then asking tech support questions via e-mail or fax. Also, remote assistance has a higher cost factor (essentially, we do the work for you, or take the time to train you). As such, the following are the number of credits associated with each type of communication...

Credits per Incident⁴

E-mail or fax:	1 credit
Phone:	2 credits
Remote:	3 credits

Confirmed bugs do not count as an incident.

Basic Annual Service Plan

Provides ample support for most users of the software. Typically, many new customers may want to get this for their first year. Customers who have a high turnover of box office staff from year to year may want to renew this plan annually.
20 credits
This plan expires after the credits are used up or after one year, whichever comes first.

Unlimited Annual Service Plan³

Likely best suited for larger operations with considerable staff or complex situations.
Might also be worth considering for smaller operations with staff who...
- are extremely uncomfortable with computers
- and/or just prefer to ask questions a lot more often then referencing the Help System and tutorials.

Premium On-site Support

Ideally suited for very large operations with considerable staff or complex situations.
Includes extended hours support.
Includes on-site emergency support typically within 48 hours, when necessary.

Additional Charges

Damage Repair
Any physical repair to the system that may be needed due to user error or tampering is chargeable to 'Basic' service plan holders at a minimum rate of 4 credits or the monetary, per incident equivalent. Extensive damage will result in much higher charges. 'Unlimited' service plan holders will be required to pay the monetary equivalent as this is not covered under that plan.

The most common cause of such damage is when someone believes they have the skill to modify the database used by the software.

Per Incident

How It Works

If you feel that you don’t need a service plan or if you end up needing support for more incidents than what your chosen service plan provides (such as when you've used up all 20 credits of a 'Basic' plan but you don't want to purchase another 'Basic' plan), you can pay per incident². You will be invoiced per each incident.

IMPORTANT: Terms are: Payment due on receipt and must be paid on-line via credit card or PayPal. This means that payment must be made no later than the next business day. Support is only given if your account is in good standing. If payment for support incidents is ever not paid on time, you will only be able to get future support through a pre-paid annual support plan.

More information on Support

Renewal

Existing customers can optionally renew their annual tech support plan by contacting us, or by using the Annual Tech Support Renewal order form.

¹Remote assistance is where, by Internet connection, we take control of your computer to either determine how an issue is occurring, or to provide a real-time demonstration of a feature. Remote assistance is 3 credits per session, up to half an hour. As such, if a session exceeds half an hour it is an additional 3 credits.

²Phone and Remote assistance need to be scheduled in advance. Unless otherwise stated, Phone and Remote assistance is not included with promo support plans (example of promo plan: 3 months of free support when purchasing software). Support plans and incidents involving phone calls only applies to calls within North America. There will be a surcharge for calls to other countries. However, the surcharge can be avoided if you are able to use Skype.

³ Unlimited Annual Service Plans are intended for questions to be asked once. Repeatedly asking the same questions is considered abuse of the plan and may result in termination of the plan. It is expected that the customer will document each question and its answer so that all users will have access to the questions and answers. This policy is not super strict, as some duplication of questions would be considered acceptable (within the support person's discretion).

⁴ An incident is a specific topic question. If your phone call or e-mail has 3 questions, then that is generally considered 3 incidents. A follow-up question on the same topic may still be considered the same incident. It is up to the discretion of the support person to determine if more than one question is directly related to the specific topic. Unused credits do not roll over to the next year. Confirmed bugs do not count as an incident.

⁵Repairing user-created damage is subject to additional charges. See above topic, Damage Repair.

⁶Questions (incidents) concerning problems not specific to our software (such as setting up a network, Windows, or other programs) are charged at double the rate.