Your BBL WinPOS Point of Sale (POS) system is the cornerstone of your business, and essential to your success. BBL’s Client Care Support provides you with the technical expertise you need to keep your POS system running smoothly. As a customer you may choose Platinum Client Care service or not to have any service agreement and to pay a per incident fee.
Service is for the WinPOS customer who places heavy demands on their POS system and who requires priority level support.
|
Products/Services Description
|
Platinum Plan
|
|
Access to Best Online Support and Services via the Web
|
X
|
|
Free maintenance "HotFix" releases
|
X
|
|
Free feature upgrades
|
X
|
|
SMS, all Marketing tools, web forms & Customer MyInfo website link
|
X
|
|
Integrated eMail
|
X
|
|
Toll free telephone service
|
X
|
|
Unlimited Fax/Email contacts per year
|
X
|
|
Titan On-Line backup service
|
X
|
|
Unlimited contacts/incidents throughout the year
|
X
|
|
Return calls are prioritized ahead of No Service customer calls
|
X
|
|
Saturday emergency support calls returned
|
X
|
|
Remote HelpDesk Screen Sharing
|
X
|
Benefit Summary:
- Free ‘New Feature’ Updates throughout the year for modules owner
- Unlimited access to BBL’s technical support via email & fax
- Unlimited telephone cases(*) to our technical support staff via a toll-free number
- Saturday EMERGENCY support (**)
- Free maintenance releases for the current WinPOS modules owned
- Titan On-Line backup
- Marketing Features including eMail services
Service Comparison:
BBL tech support can answer questions concerning any BBL designed software product. Hardware, operating system or network questions is typically not within the scope of our expertise. Each support telephone response call is billed to the "No Agreement" customers prior to the call.
| Agreement Type |
Telephone Response |
Fax/eMail Response |
Software Upgrade |
| No Agreement or Per Call Customer |
$100 per incident |
$50 |
Quoted |
| Platinum Agreement Customer |
$0 |
$0 |
$0 |
Occasionally, BBL tech support will determine the problem was caused by an anomaly within the BBL software. When this is determined the call charge is credited back to the customer.
A la Carte optional Services:
Service
|
Pricing
|
| Garment tag or Report Query customization |
$100 per tag or query |
| Custom enhancement / feature programming |
quoted on a fix price project |
| Training at customer site |
$1,295/day plus all travel expenses |
| Training at BBL office |
$895/day (max 3 shop representatives) |
| Telephone Training |
$75 up to 30 min, $215 per 5 min thereafter |
| WinPOS installation |
$99 |
| Network / Computer hardware troubleshooting |
$125/hr, one hour minimum |
(*) A Support Case is defined as a specific question concerning the operation of BBL Software. This includes questions concerning 'How to do ...', 'Where do I find ...', 'Why this way', How do I fix... and 'What steps to do ...'.
A Support Case is NOT performing system setup, training walk-thrus, software installation or correcting hardware/operating system caused data corruption issues. These service items are NOT included in any Client Care option and are billable.
(**) An emergency is specifically defined as having a situation where you are unable to start your WinPOS program, or are otherwise unable to access your Customer records in WinPOS