Support

News and Announcements

September 30, 2009
2010 OneSource HR for desktops

Coming Soon!
OneSource Personal Budget Manager  

October 13-16, 2009
68th Annual HR Southwest Conference.

For more information visit www.hrsouthwest.com. 

 

Per-Incident Telephone Support

One Source Management Solutions is committed to developing products with the highest standards of quality and performance.

In the event you require the assistance of our highly trained professionals to resolve issues related to our products, we offer per incident telephone support as outlined below.

Benefits: Pay as you go.
Support Priority: We target a 2-4 business-hour response after confirmation of payment on telephone support requests.
Cost: $150.00 for support per incident.

Support Hours: Monday - Friday, 8:00 am to 5:00 pm Central Standard Time.

Support Notes

  • Support availability may deviate from stated hours due to observed U.S. holidays, and events beyond our control.
  • OSMS is not responsible for long-distance telephone charges incurred in connection with the use of the Support option.
  • Availability and pricing of Support Options are subject to change at any time without prior notice. The 2-4 business hour response time cannot be guaranteed and there is no compensation if we cannot always meet this goal. We will always do our best.

An Incident is defined as…

An "Incident" is one (1) specific issue that you ask a support specialist to analyze, resolve or answer. An incident focuses on one (1) aspect of the product—e.g., assistance with a specific problem or error message.

OSMS, at its sole discretion, will determine what defines a support incident and how many incidents will be handled during one (1) support call. If it is determined that several topics are being addressed, additional support incidents may be required.

Support is limited to installation, set up, and functionality. This does not include application consulting or training. OSMS will not be responsible for connectivity, data compatibility, or data integrity issues caused by third-party services, other software, or any hardware.

An Incident is resolved when…

  • A reasonable solution to the issue, or information resolves the issue.
  • A reasonable work-around to the issue, or information on how to obtain a software solution that will resolve the issue.
  • Determination that the issue is in fact an enhancement request, or can be resolved by upgrading to a newer published version of the supported product.
  • Information that isolates the issue to a third-party product or hardware.
  • Notice that the issue is caused by a known, unresolved bug or incompatibility.

OSMS will make every effort to resolve your issue, but we cannot guarantee every issue will be resolved. Many incidents may appear to be a software problem but are often user errors and/or caused by configuration or operating systems settings. In this case, a refund will not be issued if the incident is determined by OSMS to be related to a user or configuration error.