I paid for it once, why a yearly fee?

GENESIS software support information

I paid for it once, why a yearly fee?

Postby step2000 » Mon Nov 24, 2008 9:31 am

Setting the way back machine to before 2006, TSRetail now part of GENESIS support was free with SFP/ (Support Contract). In 2008 that method of support changed to SFP as one cost which is required paid yearly or no support is offered of any type plus, the actual support (calls/help) center calls as an additional cost. SFP (Software Fitness Program) is the yearly fees to offset continued development of your software license. All software is licensed not purchased; therefore a yearly maintenance fee is charged to all users to aid in the development cost. Complex software requires the on going development to maintain features like COOL, LABELING and other federal/state mandated features to be added. We could stop the SFP and force a new purchase every time a feature is added, or forced on us by laws, but we elected to share that burden to all users. This is a smaller yearly use license fee called SFP. Support calls are now separate from the SFP fees and are charged for each call, again providing a lower cost from Pre 2007 fee structures. We here at GENESIS understand the tight budgets everywhere, but must be good Stewarts of our clients, and our business, and provide the future products that we continue to develop, at the lowest ownership cost in our industry.
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Re: I paid for it once, why a yearly fee?

Postby step2000 » Fri Jul 08, 2011 7:28 am

Updated 2009 - forward - A small fee is now added along with the SFP to allow support calls. We found people were having issues at digging for a Credit Card for each support call. So now we allow free calls on software where the software is not working as designed. Please note where clients have caused the issues a standard fee structure still applies, but you will be notified before hand of these charges always.
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Re: I paid for it once, why a yearly fee?

Postby step2000 » Thu Jul 11, 2013 8:16 am

2013 Notice: All calls where software is found to be functional will be charged for the support call if the hardware is at fault. The cost for this is 99.00 and you will be required to have a credit card for payment. This is where Scale, Router, POS, Server, Scanner or other equipment is either connected or tethered to our software or software products that have been installed by GENESIS.

Please note support is for software only and all hardware that is not under warranty, or under a hardware service contract are not covered. On all warrantied products GENESIS will aid in repair but all shipping is not covered. Please do not ship items to our offices as they will be refused if no RMA is attached.

All installed hardware is covered by the manufacturer only and GENESIS makes no claim of warranty services on hardware. Please note that you should always reboot systems before calling for support and perform all service packs and general maintenance before calling.

Please use also our online support area off the main site http://genesis-pos.com/osticket/ which is our preferred method of support.
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