Support
Technical support is available to Recorder
users free of charge from the Forum and is also provided
at a range of prices by the approved Recorder experts. The Forum
provides direct access to the recording community and as a result
is an invaluable source of advice for problems and issues as well
as being a focal point for announcements and discussion
on upcoming enhancements. It is well used by the recording
community and is also supported by JNCC, the
approved Recorder experts and Dorset Software. Technical
support from the approved Recorder experts is tailored to meet
individual requirements and ranges from free guidance on
installation to hourly rates, yearly contracts and bespoke
customised products.
If you would like assistance with the use of
Recorder
2002 or
Recorder 6 I would be pleased to help. I can
provide assistance by phone, e-mail or by visiting customers
on-site. Rates for support are £34 per hour or £272 per day, plus
expenses. I am not VAT registered so VAT is not payable. The hourly
rate is for work done at my base and the daily rate is for work
done on-site. Expenses are usually only incurred for site visits.
Examples of my support services include:
General advice on the use of specific facilities in
Recorder
Assistance with difficulties importing data using the import
wizard
Assistance with difficulties exchanging data between copies of
Recorder 6
Assistance with querying the database
For further information please contact me using the e-mail
address or phone numbers on my contact page.
We can offer a wide range of support for Recorder 6. This
includes
1. General support, set up and maintenance of the
system.
2. The production of bespoke XML reports and Batch Updates
. Prices vary depending on the complexity of the report, but can be
under £30.00.
3. Reporting and data input systems in
MSAccess
4. Transfers of data from a wide range of
sources including spreadsheets, word processors and
databases. Prices depend on the volume and complexity of the
data. Transfer from Recorder 3 are done in conjunction with Sally
Rankin, and Sally should be contacted in the first instance about
these transfers.
5. The transfer of data from Recorder 2002 or
earlier version into the latest version of Recorder 6. This service
is specifically designed to help those who are having difficulties
with upgrades. Transfer typically cost £140.00.
6. Reorganising data, including the identification and removal
of duplicate records, and rationalisation of the Location and
Name structures.
We offer Recorder software technical support on a call-off
basis. There is a minimum purchase of £250 and then each logged
request will be charged between 0 and a maximum of £25 depending on
complexity.
Standalone support
Thirty minutes of installation support is provided with the
standalone licence which is valid for the first month after
purchase. Following this support is provided under the model
described below for Network Support.
Network Support
Dorset Software provides advanced support with an initial
response time of 3 working days. This support is best suited to
either network version administrators or business users. We offer a
high level of technical expertise, with guaranteed response times.
Support is provided by phone or email. Our initial response is to
acknowledge the call. We charge per 15 minutes for time spent
investigating calls, with a minimum of 30 minutes per call. This
includes time spent on the phone or answering emails.
Our clients purchase a fixed amount of investigation time, valid
for use within a 6 month period. If that support time is exhausted
before the 6 month period has expired, the client has the option to
purchase a further quantity of support time. After the first 6
month period, additional support is purchased on a yearly
basis.
Support can be purchase in 2 hour blocks at £125 per hour plus
VAT or in 5 hour blocks at £100 per hour plus VAT
I offer support in the use of Recorder (preferably via email),
at a basic rate of £25 per hour, but this could be reduced for
'bulk purchases' of 4 hours or more in advance. I can also
undertake transfer of records from other database systems; costs
for that would depend on the volume and complexity of the data.