Extended Service Plan (ESP) Overview
When the Extended Service Plan protects you, you have easy access to our team of highly skilled support technicians via our toll-free telephone support lines, website and/or email. When you purchase Fringe Facts® Communicator or CompWatch® you will automatically receive 30 days of FREE technical support from the date of purchase. Benefit Software encourages you to sign up for a yearly subscription to the Extended Service Plan (ESP) that includes telephone and email support, updates, and enhancements to the software. The Extended Service Plan insures that you are able to receive the maximum benefit from our software.
Technical Support is available Monday through Friday, 7:30AM to 3:30PM Pacific Time 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.
What is ESP?
ESP is a maintenance and support policy designed to maximize the benefit of using Fringe Facts Communicator and/or CompWatch.
Maintenance consists of updates, upgrades, bug fixes and new releases or versions of validly Licensed Software, at such time as Benefit Software makes them available, generally to all of its customers. Maintenance may, but does not necessarily include updates, upgrades, bug fixes, new releases or versions of any third-party software included with the Licensed Software. All Maintenance deliveries are subject to the terms and conditions of the applicable Software Users and Return Policy for the Licensed Software.
Support entitles our Software License customers to telephone assistance at Benefit Software's published number, email and/or other automated processes. Support is currently available on business days Monday through Friday during normal business hours. Support requests may be handled by any of our Technical Support team and will only be provided in English.
Benefit Software 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 Benefit Software 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 Benefit Software.
What versions of Licensed Software are covered by ESP?
We provide 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.
Support includes:
- Access to support resources on our Web site
- Toll-free telephone support
- E-mail support
Why should I enroll?
We provide a toll-free number 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' manuals and/or tutorials 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 is ESP."
How much is ESP?
ESP is charged annually at the then current rate. The current ESP rate will be shown on your Software Purchase Order or on your ESP invoice. You will be invoiced prior to any annual ESP term (initial or renewal terms) and you agree to make payments directly to Benefit Software no later than thirty (30) days from invoice. If your ESP expires or terminates, and you desire to reinstate, Benefit Software will charge you a reinstatement fee. You are responsible for any and all federal, state, dominion, provincial or local sales, use, personal property, excise, or other taxes, fees or duties arising from or related to ESP (other than taxes based on Benefit Software's net income).