Help Desk Support
Your Andar/360 license includes a "Software Maintenance and Help Desk Support" section which provides all software updates as well as Help Desk support. The initial software system installation is included with the Andar/360 product. Help Desk is defined as "…providing guidance on how to use the software to those who have attended training by Andar Software Ltd. While no specific limit applies to the amount of guidance we will provide, it is expected to be reasonable and more or less similar to the average number of hours provided to other customers of similar size." For clarity, Help Desk Support includes "how-to" guidance but not actually doing the work for the customer or training the customer. Please consult our Schedule of Fees for additional Support options or visit our Technical FAQs for answers to technical questions.
Andar Software recommends that service packs be installed as they become available.
Customers may defer the installation of non-critical service packs, but when responding to a request for guidance or a report of malfunction, Andar Software may request that the latest service pack be installed as a pre-requisite for further support, if, in the opinion of the CSR or programmer, this may help resolve the problem.
Hot fixes will only be provided for the current released service pack.