Maintenance and support subscription
This subscription comes with your initial purchase of Chreos and provides (at least) the following features below. It is usually renewed on a yearly basis for a small fee based on the initial cost of your Chreos license. It is the cornerstone of the Chreos support system.

 

Features

Initial Chreos installation
Your Chreos distributor will help you to get your software installed and networked, provide assistance (if required) with setting up your company accounts within Chreos, and co-ordinate the conversion of your existing data into Chreos 3 format. An engineer can visit your site(s) to assist with installation and setup (this may incur an additional charge). In some circumstances, you may want to liaise with your accountant during the setup phase.

Ongoing upgrades and enhancements
Chreos continues to develop adding new features demanded by modern businesses. Updates are usually provided by way of a Chreos service pack that automatically updates the software on a users system. Subscribed users get notified when any new update is available and supported through the upgrade process if required. Updates provide a crucial method of supporting clients. Users no longer subscribed to Chreos can not access these updates.

Support by email
Support by E-mail' relates to e-mail support that is initiated from within Chreos and related to the normal use of Chreos. It is designed for situations that are not urgent. Normally you will get a personalised response within one working day, Monday to Friday excluding Canterbury public holidays.

Support by e-mail' is designed to address the following sorts of issues:

  • How to' and 'where is' questions that do not substitute formal training sessions. This means that they address a single issue that can be answered in one or two paragraphs , or by direction to the appropriate information sheet.
  • Suggestions for new features or improvements.
  • Questions about whether a function is currently working or is available.
  • Minor support fixes that are user caused but can be resolved in a very short amount of time.
  • The reporting of suspected problems with Chreos.

This service is free and only available to subscribed companies with a current subscription. When a request goes beyond the above range you may be advised of the possible cost before proceeding.
This service is not available for support outside of Chreos. For example it does not cover computer maintenance or operational issues, other software such as e-mail, WinZip and MS Office, or hardware or operating system purchasing decisions.

Information Sheets
Information sheets provide a major source of information for users of Chreos. New and updated information sheets are frequently released and are available to all users on the Internet via "Help | Information sheets" and the initial Chreos installation CD. Access is limited to the current Chreos service pack being used. Subscription to new service packs includes access to the latest information sheets.

General Support
Subscribed users receive priority support (above non-subscribed users) at discounted rates. Simple phone support that may be considered similar to 'Support by email' is free. Additional support packages can be tailored to suit your needs.