Why is support so important?
"If the software is so good and easy to run, why do I need support?"
This is the question we often receive. The answer is simple. Think of all the other things that can go wrong besides the Video Rental Software. Hardware (like your hard drive, memory, video card, etc.), Operating system software (Windows), Power failures, Other software (like Virus checkers, spyware, actual viruses), and of course people (clerks, so called computer experts, etc.) Any of these things can cause problems with your computer, and quite possibly corrupt your data.
Communicate with us via:
Phone - Internet Connection - Free Bulletin Board - Email.
That being said, we recommend you call us on the phone. After all, when you need help, you usually need it right now! This software is just as important as your phone, it is very difficult to run your business without it. Quite frankly, if you can't call the software company on the phone and ask them a question, you really don't have support!
With a Free software program you can give us codes to sign on your computer. (no one can sign on unless you give them the codes) We can then install software, repair files, and help you set up options in the program. Support can be done in minutes getting your problems solved quickly.
With lifetime support you never have to worry again.
For as long as you own the software, you can call us and get help. There are no restrictions as to the number of hours in a year, or only email, or days of the week. You can call us or email us, your choice. Plus, as long as you are only one version behind, and you have support, your upgrades are half price.
(You may only purchase Lifetime support when you first purchase the software. It is also required that you keep current with the updates and are not more than one version behind.)
If you choose not to buy lifetime support, you can always buy it by the year. We do not force you to buy support, nor do we charge you a penalty of any kind if your support is expired. (Our program will not co incidentally crash if your support is expired!) Except for Video Shoppe Limited, all programs come with one year of support. And when we say a year, we mean a year... not 6 hours in a year!
Per Incident Support:
If you run out of support and need it right away, we do not force you to purchase a full year of support. Per incident support is one charge per incident (even if it takes a few phone calls). We don't want any of our customers 'down'! (Per Incident support is only available to customers that have the current version of Video Shoppe).
Available types of support:
Most support is done on the phone.
We do have email support of course, but it is only checked on the weekdays during business hours. We transfer the support phone to the on-call technician after hours (every day), and on weekends and holidays. After hours support is generally for emergency situations where you are not able to process transactions. We know that video stores make their money on the weekends, after normal business hours, and holidays. We are there for you at those important times.
What about Updates? Do they come with the support?
Updates are different than support.
An update is work that we have done to the software to correct any problems, add new features, or change some things to make the program easier and more efficient. This is our labor. We charge for major updates. On average a major update comes out every 6 to 8 months. We've been charging $100 to $150 for a major update. If you are current and have support, updates are half price. Minor updates are free, and if you have an internet connection, they can be automatic.
We generally put in well over 100 man hours into major updates and dozens of changes and additions. In labor, it probably costs around $6000 to create a major update. Once you update to a new version, all interim updates before the next version are free.. so it's a heck of a deal!
VMT Software offers unparalleled technical support. We offer 3 levels of support so that whatever your situation, you can get help.
Lifetime support can be purchased at the time of your original purchase.
Per Incident support.
Support in the USA!