Client Care Agreement Options
Your BBL WinPOS Point of Sale (POS) system is the cornerstone of your business, and essential to your success. BBL’s Client Care Support Plans provide you with the technical expertise you need to keep your POS system running smoothly. BBL Software offers three annual Client Care Support Plans that are designed with your most frequently requested service options in mind.
This plan is essential for every WinPOS customer. It provides updates to your WinPOS system as well as access via fax & email to technical support service.
This plan is ideal for customers familiar with WinPOS and have an occasional need to speak/contact BBL technical support. This plan provides ten (10) telephone contacts (email/fax/telephone) to our technical support staff as well as software updates.
This plan is for the WinPOS customer who places heavy demands on their POS system and who requires priority level support. Unlimited calls to the technical support staff are an additional benefit of this plan, as well as generous discounts on services. Includes free Titan on-line backup.
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Products/Services Description
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Silver Plan
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Gold Plan
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Platinum Plan
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Access to Best Online Support and Services via the Web
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X
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X
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X
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Free maintenance releases
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X
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X
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X
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Free feature upgrades
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X
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X
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X
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Discounts on Custom Tag Creation
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10%
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25%
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Discounts on Telephone Training
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5%
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10%
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Toll free telephone service
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X
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X
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Unlimited Fax/Email contacts per year
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X
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X
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X
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10 telephone contacts/incidents per year
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X
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Unlimited contacts/incidents throughout the year
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X
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Return calls are prioritized ahead of Silver/Gold calls
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X
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Saturday emergency support calls returned
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X
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Annual telephone training session (one hour max.)
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X
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X
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Silver
The Silver Plan provides the following benefits:
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Free maintenance releases for the current WinPOS modules owned
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Free ‘New Feature’ Updates throughout the year for modules owned
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Unlimited access to BBL’s technical support via email & fax
Those customers enrolled in the Silver Plan, will receive a discount when upgrading to a Gold or Platinum Plan. Access to BBLs technical support staff via phone is NOT provided with this plan. However, access to BBL’s technical support is available on a ‘Per Call’ basis at BBL’s current per call rate.
Gold
The Gold Plan is recommended for all new and existing customers who have some experience working with WinPOS.
The Gold Plan provides all the benefits included in the Silver Plan, plus:
Platinum
We recommend the Platinum Support Plan for customers new to BBL WinPOS or who place heavy demands on their POS system. The Platinum Support Plan provides the peace of mind that assistance is always available when you need it.
The Platinum Plan provides all the benefits included in the Silver and Gold Plan plus:
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Unlimited telephone cases(*) to our technical support staff via a toll-free number
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Priority support call back ahead of Silver & Gold calls
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Saturday EMERGENCY support (**)
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Titan On-Line backup
Other Client Services
BBL tech support can answer questions concerning any BBL designed software product. Hardware, operating system or network questions cannot be answered by BBL tech support. Each support telephone response call is billed to the customer prior to the call. Custom programming or training may be an additional charge.
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Agreement Type
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Telephone Response
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Fax/Email Response
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No Agreement or Per Call customer
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$100 per incident
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$50
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Silver Agreement customer
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$75 per incident
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$0
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Gold Agreement customer (after exceeding the allowed number of calls in the agreement)
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$0 for the 1st ten calls $30 per incident
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$0
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Platinum Agreement customer
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$0
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$0
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Occasionally, BBL tech support will determine the problem was caused by an anomaly within the BBL software. When this is determined the call charge is credited back to the customer.
Training & Programming
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Garment tag customization $100 per tag
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Custom programming $175/hour
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Training at customer site $1,295/day plus expenses
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Training at BBL location $895/day (max 3 people)
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Telephone Training $75 (30 minute max.) & $15 per 5 min. thereafter
(*) A Support Case is defined as a specific question concerning the operation of BBL Software. This includes questions concerning 'How to do ...', 'Where do I find ...', 'Why this way', How do I fix... and 'What steps to do ...'.
A Support Case is NOT performing system setup, training walk-thrus, software installation or correcting hardware/operating system caused data corruption issues. These service items are NOT included in any Client Care option and are billable.(**) An emergency is specifically defined as having a situation where you are unable to start your WinPOS program, or are otherwise unable to access your Customer records in WinPOS