Extended Service Plan Overview
When you subscribe to the Extended Service Plan (ESP), you have easy access to our team of highly skilled support technicians via our Online Technical Support System or our toll-free telephone support lines. When you purchase Fringe Facts® Communicator or CompWatch® you will automatically receive FREE technical support from the date of purchase. Fringe Facts Communicator customers receive 30 days of free support and CompWatch customers receive 90 days.
Benefit Software Inc. (BSI) encourages you to sign up for a yearly ESP subscription that includes support, updates and enhancements to the software. The Extended Service Plan insures that you are able to receive the maximum benefit from our software.
What's included with the Extended Service Plan?
ESP is a Maintenance and Support plan designed to maximize the benefit of using Fringe Facts Communicator and/or CompWatch.
Maintenance consists of software updates and bug fixes of validly Licensed Software as long as you are current on your ESP. Updates and bug fixes will be released at such times as BSI deems appropriate. All Maintenance deliveries are subject to the terms and conditions of the applicable Software Users and Return Policy for the Licensed Software.
Support entitles each Customer to designate one person to receive technical assistance from BSI for each licensed copy of software as long as you are current on your ESP. Customers may request having additional personnel authorized to receive technical support. If so, BSI may require customer to pay an additional ESP fee for each person authorized to receive support. Technical support requests may be handled by any of the BSI Technical Support team and will only be provided in English.
BSI will attempt to answer specific questions regarding installation and use of Licensed Software; however Support is offered to our customers on a good faith, diligent effort basis only, and BSI may not be able to resolve every request for Support. Support is provided for ongoing use of the Licensed Software; it is not intended to be a substitute for training or professional services necessary for the implementation and use of our Licensed Software. All such and other services, including, without limitation, on-site assistance, custom programming, database and network administration, and custom designed statements, reports and forms, may be provided pursuant to a separate agreement by BSI.
Support includes:
- Answers to commonly asked questions on the BSI Website
- Access to Technical Support via the Internet
- Updates and bug fixes via the Internet
- Toll-free telephone support
What are the normal Technical Support hours?
Technical Support is currently available Monday through Friday. BSI observes most common U.S. national and some local holidays and support will not be provided on those days. Support hours are 7:30AM to 3:30PM Pacific Time.
How do we request Technical Support?
Technical Support is available using our online Technical Support Request Form. Customers may also request Technical Support by calling 800-533-1388 for customers located in the United States, Canada, and the Caribbean. All other customers should call 805-679-6200 for Technical Support. Please note that using the Online Technical Request Form is the preferable method as support issues are usually handled in less time than those submitted by telephone. Using the online form helps to avoid "telephone tag."
What versions of Licensed Software are covered by ESP?
BSI provides support for the current and immediately preceding version of Licensed Software, and for any version released within eighteen (18) months of the date of the Support request, provided that Customer is covered by a current ESP.
Why should I enroll?
We provide an online support system and toll-free phone numbers for your technical support questions. If you are enrolled in the Extended Service Plan, you'll have your questions answered at no additional charge. Our staff of professional support technicians is available to help you install and use your software correctly. All software products involve some initial learning. You will find that the users' manual and tutorial that come with Licensed Software are well written, and they will walk you through the steps necessary to install and operate your software. Extensive help screens are also available. However, should you need assistance, the technical support department is available during normal business hours.
What is the service term of ESP?
ESP services are offered on an annual basis and will renew at the end of the annual term provided you pay the applicable renewal fee. Failure to renew will result in termination of ESP but ESP may be reinstated through payment of the fees described under "How much does ESP cost?"
How much does ESP cost?
The ESP fee is charged annually at the then current rate based on BSI's published price list. The ESP fee will be shown on your Software Purchase Order or on your ESP invoice. After you have signed up for the ESP, you will automatically receive an invoice prior to the expiration of the then current ESP service period. Payments should be sent directly to BSI no later than thirty (30) days from the date of the invoice. If your ESP expires or terminates, and you desire to reinstate, BSI will charge you a reinstatement fee.