Technical Support facilitates the efficient operation of DEBT$NET™ Collection Software. The Computer Manager, Inc. provides a wide range of technical support options to accommodate the varying and changing requirements that agencies face. A description of each technical support plan follows.

Technical Support Plans: DEBT$NET™ technical support plans suit different purposes. Initial Purchase Support provides 90 days of technical phone support and comes as part of the purchase price of DEBT$NET™. The Start-Up Plan continues a high level of technical support to assist new DEBT$NET™ customers in their first year of operation. Other support plans, such as the Basic Plan, User-Count Plan, Float Plan, and Premium Plan provide services designed for more experienced agencies. In addition, software updates (new releases) when purchased as part of the support plan, keep agencies on the latest version of DEBT$NET™. The paragraphs below explain each support plan.

Initial Purchase Support: The initial purchase of DEBT$NET™ includes telephone technical support. It provides five hours of time for the multi-user version, and three hours for the single-user version. This 90 day phase of technical support provides assistance to new customers for the installation and configuration of DEBT$NET™ software. Technicians log all time spent on the telephone with the Technical Support Department against the initial support hours, regardless of the nature of the problem. When 90 days has elapsed, or when the support time has been consumed, TCM offers continued support through one of the DEBT$NET™ support plans described below.

Start-Up Plan: The Start-Up Plan provides technical support suited for new DEBT$NET™ agencies in their first year of operation. This plan offers one year of technical support, with up to 10 hours of telephone support for agencies with multi-user systems or up to 6 hours for agencies with single-user systems. The Technical Support Department tracks the amount of time spent on the telephone and deducts it from the agency’s annual time balance. This plan accommodates the high usage rates that agencies experience in the early phase of DEBT$NET™ operations. Agencies may purchase additional hours of technical support should they consume the provided time allotment prior to the end of the year. However, most agencies find that technical support usage declines rapidly after the first quarter of operation and that the annual time allotment suffices. Unused time expires at the end of the year. This plan includes software release updates for the duration of the year.

Basic Plan: The Basic Plan provides agencies with 2 hours of telephone technical support per quarter. The plan benefits experienced agencies with low support requirements. The Technical Support Department tracks support time and deducts it from the agency’s quarterly time allocation. Technicians provide support during normal TCM business hours. Time deducts from the quarterly allocation regardless of the nature of the problem. When needed, agencies purchase additional support time at the published reduced hourly rate.

User-Count Plan: The User-Count Plan provides “as required” technical support during normal business hours. TCM does not track support time with the User-Count Plan, and time allocations do not apply. The agency’s user count determines the plan’s cost. This plan benefits agencies with less than 12 users that require a fixed price support plan budget. Agencies with more than 12 users may find that the Premium Plan is a better fit.

Float Plan: The Float Plan provides “as required” technical support during normal business hours. Technicians track support time, but time allocations do not apply. The Technical Support Department provides services directly covered by the support plan without requiring additional time purchases. Under this plan, the average amount of technical support time used per quarter determines the plan’s cost. This plan benefits agencies that experience periodic high support requirements but wish to minimize unplanned additional support expenses. Under this plan, the total technical support hours that the agency consumes are averaged by the number of quarters of DEBT$NET™ operation. The agency pays the rate that applies for that average. For example, an agency who has used 50 hours of technical support in 10 quarters of operation renews at the rate that provides 5-6 hours of support per quarter. With this plan, the cost per quarter fluctuates as averages change.

Premium Plan: The Premium Plan provides “as required” technical support during normal business hours. Technicians do not track support time and time allocations do not apply. The Technical Support Department provides services directly covered by the support plan without requiring additional time purchases. Under this plan, the agency pays a flat fee once per quarter. This plan benefits large agencies or agencies with high support requirements that do not want to face unplanned additional support expenses. Agencies that constantly exceed 10 hours of support time in one quarter and have more than 12 users should consider this plan. TCM provides agencies with new releases, upgrades, and enhancements as part of the Premium Plan.