WordStock Maintenance Programs

When you buy a WordStock system, you’ve purchased a License to use WordStock Software, as well as several hardware components that need to work together smoothly. Given the complexity of the interaction of software and hardware, as well as the different skills and training that users have, there are definitely opportunities for things to go wrong – which is why systems need to be maintained after the initial installation and training.

In some respects, system maintenance is like an insurance policy: it pays for services that you hope you’ll never need. But WordStock Maintenance isn’t simply an insurance policy, it’s a comprehensive package of services designed to keep your system functioning correctly and in prime operating condition through proactive intervention.

WordStock has the finest Support staff in the business: we offer not only WordStock expertise, but also a real understanding of the unique problems retailers face. Our standard maintenance services include:

    • Access to our toll-free Support lines for assistance with operational and functional problems;
    • Consultations for procedural issues, such as the most efficient way to place purchase orders;
    • Hardware troubleshooting, diagnostics, and replacement and/or repair, up to and including our sending a hardware technician to your store; and
    • Modem, fax, and email services, when appropriate.

One more thing to note: unlike support packages offered by most companies, WordStock distributes software revisions, enhancements, and upgrades at no charge to customers who participate in Software Maintenance. Please contact our Maintenance Administrator if you have any questions about WordStock’s “One-Call” Support.



Key Terms

Software Maintenance is WordStock's after-sale service program that gives you toll-free access to our Support staff if you have a problem using WordStock Software. A major benefit of subscribing to Software Maintenance is that you receive system software upgrades at no charge.

Hardware Maintenance is an after-sale service program to keep your WordStock system's hardware components in prime operating condition.

Exchange Maintenance is a WordStock hardware maintenance practice whereby we send a replacement for a defective component to you, while you send the defective component to us for repair.

On-Site Maintenance refers to WordStock sending a service technician to your store to perform repair functions on problem components.

Time and Materials refers to purchasing maintenance services as needed. Charges assessed include not only the cost of any parts [“Materials”] but also the labor charges for the repair technician [“Time”], and any related shipping fees.



Support Hours

  • Standard Support hours: 8:00 AM - 6:00 PM, EST, Mon - Fri;

  • Emergency Support hours:

    Mon - Fri 6:00 PM - 8:00 PM, EST;

    Saturday: 8:00 AM - 8:00 PM, EST;

    Sunday: 8:00 AM - 8:00 PM, EST.



What if I don't have Software Maintenance?

If you decide not to subscribe to Software Maintenance, you can still purchase Support services from us if you have a problem using our programs. Depending upon the circumstances, we’ll charge you for labor and modem fees:

Labor Fees: Our standard labor charge for Support services is $85/hour, billed in ¼-hour increments, with a ½-hour minimum. Please note that this fee refers to services we perform during our regular business hours, 8:00 AM - 5:00 PM, Mon - Fri, EST. We charge “time-and-a-half” for services we perform outside of these hours.

Modem calls: We charge $20/hour, billed in ¼-hour increments, if we use modem calls to perform remedial work; this fee is in addition to the labor fees described above.

If you don’t participate in Software Maintenance, you’ll have to purchase any Software revisions, enhancements, and upgrades that wish to have to take advantage of new features. You’ll have to buy all interim releases necessary to get your current software to the current version. If a vendor’s product changes and those changes require us to rewrite our software, you’ll have to purchase our revision in order to remain current.

If you decide to participate in Software Maintenance, after the initial 90-day post-sale period has expired, you’ll be eligible to sign up for Software Maintenance under the following conditions:

    1. Although it takes 30 days to process the Software Maintenance sign-up forms, and for the agreement to become effective, we’ll backdate your application 60 days, to cover any outstanding problems.

    2. Your contract will be considered a new contract, with an initial term of at least one year;

    3. Your account must be in good standing;

    4. You must purchase and install any intermediary WordStock software upgrades that you need to bring your entire system up to the current versions; this applies to the basic system software, as well as all optional programs you’ve licensed;

    5. We may require that you purchase “remote training”, i.e., via phone, not on-site, at $50/hour + modem expenses, with a one-hour minimum, in order to get you and your staff caught up with WordStock’s current features.

 


What if I don't have Hardware Maintenance?

If you don't have Hardware Maintenance, there are optional services available if you have a problem with a system component:

1. For key system components [“on-site devices”], such as computers and terminals, you arrange for us to send a service technician to your store on a Time and Materials basis. The labor fee is $155/hour, with a 2-hour minimum, assessed on a door-to-door basis. Replacement parts and the technicians travel expenses are additional. In addition, we’ll assess a 10% administrative fee.

2. Devices such as receipt printers and POS scanners, which are not considered “on-site,” can be sent to WordStock for repair by our in-house staff. The labor fee is $35/hour, with a one-hour minimum. We’ll also charge you for any replacement parts, as well as shipping in/out. If we determine that we need to send the defective component out for repairs, we’ll assess a 10% administrative fee, plus the additional freight charges.

If you don’t have a Hardware Maintenance contract, we may charge you for any hardware services we perform, such as helping you to reinstall repaired equipment. Our fee for this service is $85/hour, billed in ¼-hour increments, with a ½-hour minimum. If you decide to have WordStock maintain your hardware, we’ll send sign-up and registration forms to you, and coverage will begin 30 days after we receive your signed contracts. In the interim, we’ll handle repairs on a Time and Materials basis.