Free Tech Support
Customers who purchase Cashbook Complete are entitled to free support, but to qualify for free support, the user must:-
- Have a quick question for which we have a quick answer
Whilst almost all support is free, Acclaim Software reserves judgement on whether paid / remote support is required. “Free Support” does not mean “Free Training”.
- Be using a supported operating system
We can only provide support to users with Windows PCs because Cashbook Complete has been designed for Windows only. Support is not provided to users with Mac computers (unless we do a TeamViewer session with you on the Mac). To check if your system is supported, see our System Requirements.
- Be reasonably computer literate
Any user who is not reasonably computer literate, and does not know the basics of how to use or navigate an operating system, really should be using the professional services of a computer technician.
- Show reasonable initiative to solve the problem
Cashbook Complete includes extensive online help, an FAQ (Frequently Asked Questions) page and video tutorials on how to use the Cashbook. If you are stuck, and don’t know how to move forward, please make sure that you have a look at these resources first.
- Not use our tech support for general computer problems
We only give tech support for Cashbook Complete — not for any other software.
Technically, as a registered user, you are entitled to THREE free support calls or emails. In reality however, we don’t count the number of calls or emails that you make — but if you ring or email us too frequently or you are difficult to deal with for any reason, then we’ll start counting. We consider that is more than fair. If you do need more than three free support calls or emails, then you can either renew your support for $50 to get another three, or get “Extended Support” for a one off issue (see below).
Sometimes the easiest way to fix a problem is with TeamViewer. This temporarily allows us to see what you’re seeing on your computer. You’ll also be able to see exactly what we’re doing, and we’ll be talking you through it all over the phone.
To get Extended Support, you first pay $25 on our Order Page and then follow the instructions given by the tech support person.
Most of the time, we will then do a TeamViewer session which temporarily allows us to log into your computer. You’ll also be able to see exactly what we’re doing, and we’ll be talking you through it all over the phone.
The $25 of extended support, that is for about ten minutes of our tech support person’s time. That is typically the time it takes to resolve “One Issue”. If the first issue is resolved quickly (less than five minutes) then the tech support person can look at a second issue.
It is important to realise that when a registration is purchased, it is a registration for a data file (not for a computer). This has been done so that you can use your data file on multiple computers (or share it with your accountant) without purchasing extra registrations. It also means that you can transfer it to a new computer without paying for it again. With that in mind:-
- It’s the user’s responsibility to do backups of their data files
This protects both the data and the registration (when a file is registered). Acclaim Software does not give out codes when the user has not made backups of their registered data file. This is because the giving out of codes has been abused in the past. If a data file has been lost, then a user can purchase another code for half the normal price.
- Doing the Year End Procedure correctly
At the end of a financial year, it is the user’s responsibilty to follow the Year End Procedure as described in the Help file. This includes rolling the year over correctly – ‘within the same data file’. It is important not to start a new data file for a new year for many reasons – 1) The new file won’t be registered, 2) The sales history doesn’t carry through, 3) The invoices outstanding don’t carry through, 4) The customer history screens don’t carry much history, and so on. If you start a new data file at the beginning of a new financial year and ignore the message clearly warning you not to do so, then you can purchase another registration for half the normal price.
- Starting another business
If you start another business (or another branch of a business) then you need to purchase a second registration, and you can do so for half the normal price.