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Tax & Accounting
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Trade & Supply
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Books
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Free trials & demos
Support billing guidelines
Applications with billable Technical Support
- Billable Technical Support: The fee we charge for Technical Support of the application depends on the topic.
- Non-billable Technical Support: We won't bill you for Technical Support of the application.
Application | Billing status |
|---|---|
Accounting CS | Billable |
AdvanceFlow | Non-billable |
FileCabinet CS | Billable |
Fixed Assets CS | Billable |
GoFileRoom | Non-billable |
GoSystem Tax RS | Non-billable |
Virtual Office CS (includes NetStaff CS and NetClient CS) | Billable |
Multi-factor Authentication | Non-billable |
Onvio | Non-billable |
Planner CS | Non-billable |
Practice CS | Billable |
Software as a Service (SaaS) | Non-billable |
UltraTax CS | Non-billable |
Workpapers CS | Billable |
Non-billable topics
- A problem caused by a verified issue with an application. A verified issue is one that we've identified and reproduced in-house.
- A report of a documentation error or issues caused by that error.
- Download and application of CS Connect updates or CS Connect licenses.
- Support on trial systems.
- Release dates for applications.
- Suggestions for improvement of our application or documentation.tipIf you have suggestions for improvements, we recommend that you use our Idea Incubator.
Billable topics
- General instructional topics and troubleshooting.
- Help with a particular procedure in an application, even if we don't explain the procedure in our documentation.noteWe don't guarantee that we've documented all procedures.
- Installation of updates and upgrades, including network installation assistance.
- Support via telephone, email, or chat. We bill based on time spent on the problem. This includes the time when we put you on hold, and when we research the problem or work on the data.
- A problem that we haven't found the cause of, but we've given troubleshooting help.
- We may have tried several times to solve the problem.
- We may need to contact your technician to resolve some problems.
- A problem that we haven't resolved, but that needs our consulting help. Even if we can't find the cause, the support contact may still be billable.
- Your firm asks for our help to get a printer to work with our application.
- Your firm has a new server and you call for help with installation of our application.
Types of Technical Support contracts
- Pay-per-contact support: We'll bill you for time spent on each call, email, or chat. This includes the time we spend to research the problem and work on your data. We'll bill this in 10-minute increments.
- Unlimited Technical Support contracts: We charge you a fixed monthly fee. We'll set the pricing according to the applications and licenses you have.tipYou can get lower prices for an Unlimited Technical Support contract that includes multiple applications.
- If you work with Technical Support for 25 minutes and we resolved your problem, we'll charge for three 10-minute increments of support.
- If you buy a Technical Support contract for Accounting CS and also own Accounting CS Payroll, you'll need the contract to cover both products and your network or terminal-server users.
This article applies to:
- Product: Account management,Accounting CS,FileCabinet CS,GoFileRoom,AdvanceFlow,Practice CS,Virtual Office CS,UltraTax CS,Workpapers CS
- Subject: Billing,User account