Service Contract Coverage
What types of questions or
issues are covered under your technical support
contract?
- Installation, updating and software usage, other than the exceptions listed below
- Initial software installation of the FieldOne server application, excluding router and firewall configurations, which should be handled by your internal IT department or IT consultant
What is not covered under your technical support contract?
- Private software training; while our technical support team does not visit on-site for training, please refer to our online video tutorials and Webinars in the Training Center or the User Manual for more information.
- Technical issues related to or caused by a third party product or device
- Configurations on your server, firewall or router
- Technical support will be denied if the file structure of FieldOne has been tampered with or altered, the database schema has been tampered with or altered, or if the database has been modified outside of the application interface.
What services can we provide, with an additional
fee?
- On-site training; for an additional fee, we can provide training on site.
- Designing custom reports; upon request, we can assist you with custom reports, and you will be billed at an hourly rate.
- Moving the FieldOne Server and/or database from one machine to another machine; we can provide assistance, billed at an hourly rate.
