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Support Options //

The initial purchase includes free product updates and email support during the first year. On the annual renewal date, the maintenance plan can be extended for another year to continue to receive support and product updates. Additional services can either be ordered as needed or incorporated into the support plan as described below.

ANNUAL MAINTENANCE PLAN

 

The annual maintenance plan is included in the first year of purchase and can be extended for an annual fee of $595. The plan includes the following services:
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  • Email support: Free

  • Phone support: $55 per hour (1-hour minimum)

  • Remote support: $85 per hour (1-hour minimum)

  • Programming support: $95 per hour

  • Product updates: Free for releases during the maintenance period

PER INCIDENT

 

In lieu of an annual maintenance plan, you can also purchase support on a per incident basis at the rates below. This support option does not include product updates, however.

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  • Email support: $75 per incident

  • Phone support: $85 per hour (1-hour prepaid minimum)

  • Remote support:  $105 per hour (1-hour prepaid minimum)

  • Programming support: $125 per hour

  • Product updates: Maintenance plan or "catch-up" maintenance fees required to obtain new releases

SUPPORT REQUESTS

 

The Help Center is a searchable knowledgebase of help topics and instructions that can answer many of your questions or help resolve common problems. In the event you need further asisstance, please either email support@catalyst-mfg.com or complete an online Work Ticket form.

TERMS AND CONDITIONS

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All support and consulting services are subject to the following standard Terms and Conditions.

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Manufacturing Advisors reserves the right to limit the duration of a support incident if required. Per incident support sessions greater than 1 hour are prorated the hourly rate. Per incident fees may be waived in the event that the problem or support request was solely attributable to a programming error.

 
All standard support excludes custom modifications or changes made to the standard functionality of the system. Custom modifications and the support thereof must be arranged through separate agreement.

Support availability is limited to hours of operation and excludes observed US holidays, company events, and circumstances beyond our control.

Manufacturing Advisors provides support and consulting services AS IS AND WITH ALL FAULTS, and hereby disclaim all warranties and conditions, either express, implied or statutory, including, but not limited to, any (if any) implied warranties or conditions of merchantability, of fitness for a particular purpose, of lack of viruses, of accuracy or completeness of responses, of results, and of lack of negligence, all with regard to Product, and the provision of or failure to provide support services.
 
Manufacturing Advisors cannot guarantee the compatibility of Catalyst MFG with any version of Microsoft Access, SQL Server, or Windows OS released after a specific Catalyst MFG version. Accordingly, we do not offer support related to compatibility issues that arise from using a specified Catalyst MFG version with Access, SQL Server or Windows versions released at a later date. To ensure compatibility with later versions of Microsoft Office, SQL Server and Windows, the installation sites must either maintain a computing environment compatible with earlier versions or upgrade to a Catalyst MFG version that is compatible with the currently installed computing environment.

Terms and conditions of support, support features, price (excluding pre-paid plans) and support availability are subject to change at any time.

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