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Detailed Information:
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WeCare Support Club - Terms and Conditions - Effective November 13, 2008. |
WeCare Support Club Terms and Conditions - Effective November 13, 2008.
For terms and conditions previous to November 13, 2008, please visit WeCare Terms Previous to November 13, 2008
Welcome to the WeCare Support Club, where you will receive PayGo Support, as detailed:
a. Searchable answers on PayGo basic functionality can be found at http://christianjames.net/support.html
b. eCare screen sharing (part of our Web support system) is our live internet-based tool used for supporting our customers. eCare opens a secure window onto your system and allows our technical support staff to view and access your system as if we were sitting next to you in your store. eCare is usually the fastest, most effective problem solving tool available for our customers.
c. Urgent Care Incidents are for times when you are unable to conduct business and need immediate assistance. Let us know that you need Urgent Care, and your request is addressed before any other non-urgent requests for support. You can claim up to eight (8) Urgent Care incidents per year. Urgent Care includes access to Live Telephone Technical Support (if required) for the duration of the Urgent Care incident. In the event you exceed 8 urgent incidents in one year, each additional incident will be charged a $99 fee. An urgent incident does not include tickets submitted due to lack of product knowledge. Tickets entered due to customer time-restraints or customer deadlines cannot be flagged as urgent. Accordingly, these tickets will not count towards your urgent incident count.
d. Standard Care Incidents are for times when you need assistance on how to perform business functions within PayGo. The limit of regular support tickets that can be submitted is 10 per seat during the term of your WeCare program. If customer surpasses the limit, the WeCare Plan may be canceled and require another WeCare Plan to be purchased.
e. Backing up your system is an extremely important responsibility. The WeCare plan does NOT cover data recovery. It is your duty to back up your copy of PayGo on a daily basis. Computers do crash and data loss does occur. In the event that one of your PayGo database files becomes corrupt and/or damaged, we will provide one attempt to recover the damaged file. If the recovery is not successful, we will suggest that you revert to your most recent backup. If you do not have an available backup, we can attempt to recover your data. All recovery work will be billed at $175 per hour. We can not guarantee a successful recovery of your data.
f. Yearly Payment Option. The yearly rate is $499 per year.
g. Monthly Payment Option. The monthly rate is $50 per month.
- A valid credit card is required to participate in the WeCare Support Club. Your credit card will be charged yearly or monthly, depending on your payment option. Your WeCare Support Club membership begins the day you purchase it. As is noted on all invoices and quotes, there are no refunds or returns on any software or services, including the WeCare Support Club and PayGo Maintenance Plan.
As is noted on all invoices and quotes, there are no refunds or returns on any software or services, including the WeCare Support Club and PayGo Maintenance Plan. Customers are notified fourteen (14) days prior to renewal that their card will be charged. If you wish to opt out of a contract, you must notify CJI in writing before your card is charged. Opting out of one contract will nullify the other contract but will not entitle you to a refund. (e.g. Opting out of your Maintenance Plan will nullify your existing WeCare Support Plan.)
As is standard in the software industry, if you are a Maintenance Club member you must also subscribe to the WeCare Support Club and vice versa. This is to ensure that our technicians are able to provide both technical support and upgrade assistance. As is specified on PayGo SP's Software License Agreement, which is agreed to upon purchase or installation, by accepting Software and accompanying services the Licensee agrees that delivery of products and services is acceptable and that the transaction has been satisfactory.
If you have any special circumstances with your WeCare Support or Maintenance Plans, please keep in touch with your sales consultant to make sure that your contracts do not lapse.
h. Membership terms and conditions may be modified at the discretion of Christian James, Inc. (CJI). Customers will be notified at least fourteen (14) days prior to any changes to features or services included in membership. For chargeable memberships, participating customers will receive written notification at least fourteen (14) days prior to club membership renewals. Membership must be renewed yearly. If you choose to not renew, you will no longer be eligible to be a WeCare Support Club Member.
i. During the term of the WeCare Support Club Terms Support Plan ("Plan"), Christian James, Inc. ("CJI") reserves the right to limit each telephone call to one hour and/or one incident. CJI may also limit or terminate support service to a Plan member who uses the service in an unreasonable, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability for future plan periods are subject to change at any time without notice. Coverage is non-transferable and is valid for the Plan member only. It is strictly prohibited to resell or transfer of any Club membership rights. Doing so will be considered an abuse of the Plan and grounds for termination or non-renewal. This Plan is available to Plan members and their employees only.
j. Christian James, Inc. reserves the right to withhold services or cancel subscription to the WeCare Support Club if your account becomes delinquent. Payment must be received in full for all software, services and hardware. Service may be reinstated after your account has been made current.
- All users MUST submit their initial request via our PayGo Customer Support Mecca web page located at: http://www.paygopos.com/cji_mecca.html Telephone calls to initiate the requests are not typically allowed, but the telephone will often be used by CJI support staff to handle your requests if CJI finds it more efficient. Although, using the telephone to report an urgent incident is allowed.
- Internet connections are required for access to certain club services. Any charges related to internet connections are the sole responsibility of the customer.
*** Support is available from 8:30 AM to 4:30 PM - Central Time, Monday through Friday, except on major holidays. For weekend hours, a support person monitors tickets and phone messages. If a support person cannot immediately address your request, your request is queued in our support database and you will receive a response from the Support Department within 10 business hours.
- What is an Incident? - An "incident" is (a) a single issue or problem that a Plan member asks a support representative to analyze or resolve or (b) a product-usage question that involves a single topic. Users can submit only one incident per support request.
- What is not supported? - Due to variables beyond our control and to provide fairness to our customer base, the WeCare Plan does NOT include support for the following: assisting customers with performing store-wide physical inventory adjustments, transfers of PayGo seats from workstation to workstation, data importing or exporting, special customizations to PayGo software and performing minor PayGo updates (does not include major data conversions). Data recoveries that do not have a recent backup and point-of-sale hardware purchased from an alternative third-party. CJI reserves the right to deny other requests not enumerated above.
If you would like support with these issues, there are three levels available. Paid technical support requires payment for at least one hour. Any work beyond one hour will be billed in half hour increments. The level of technician necessary will be determined by CJI ahead of time.
First Level Tech - $150 USD/hour
Second Level Tech - $200 USD/hour
Developer - $250 USD/hour
- WeCare Support Club membership does NOT include making customization changes to the CJI software in any way. Support can address questions about field references to data within the software, but any requests to make changes are not supported or included in the support club membership.
- Support Club membership is non-transferrable or assumable if you choose to sell your business to another entity. The new software owner must contact Christian James and make arrangements to obtain their own support club membership.
- High-speed internet access is required for WeCare Club membership. Satellite internet does not work for WeCare subscription due to network lag issues.
- The following legacy applications are no longer supported: RoadTrip, PayGo POS (v2.1 and lower), Bolt Matic 4000 and the PayGo hand-held cutting table solution. These products are also not eligible for billable support.
Limitation of Liability and Damages - CJI's maximum liability, and the Plan member's sole remedy, for any claim arising under the Plan will be the refund of an amount not exceeding the Plan fee paid by the Plan member for the 30-day period during which the claim arose. IN NO EVENT SHALL CJI BE LIABLE FOR ANY INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED.
Disclaimer of Warranties - CJI SUPPORT SERVICES ARE PROVIDED "AS IS." CJI HEREBY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, QUALITY, ACCURACY AND NON-INFRINGEMENT. Some states do not allow the exclusion of implied warranties, so the above exclusions may not apply to you. In that event, any implied warranties are limited in duration to thirty (30) days from the first date of service. However, some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
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