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Support Policies

Client support is a top priority at Liberty Labs, LLC. Our philosophy is to treat our clients the way we want to be treated. Please contact us if you have any problems or questions, and we will be happy to offer assistance. We also appreciate your comments and suggestions.

We now offer Live Chat during regular support hours (just click the link at the top of the page), in addition to phone and email support.

New! We are now offering FREE training to all licensed subscription users. Sign up online for your free training. Limit to one training per licensed user.

We are a small company, which means it may take us a little longer to get back to you--but when we do, we will know you as a name, not just an account number. It may take us a day or two to respond to your email, but we are also available by phone or chat if you have an urgent need. Clients with a current subscription may speak directly with a program developer, or schedule support outside our regular support hours.


Technical Support

Free technical support is included with your subscription. Technical support is provided via phone, email, or live chat. It does not include on-site support. Liberty Labs, LLC reserves the right to limit support in cases of abuse or misuse.


Subscription

Your subscription allows you to receive product updates for your licensed products, and technical support, during your subscription period, at no additional charge (some restrictions apply). If you have a past-due balance on your account, support will be suspended until your account is paid in full, including any late fees or service charges.


Live Support

Live help sessions using a screen sharing application over the web may be available as needed to clients with current subscriptions. You may share your screen with us so that we may provide instruction or troubleshoot issues with you; alternatively, we can allow you to see our screen to view a presentation or demonstration.


On-Site Support

On-site support may be contracted for clients needing additional help, training, or collaborative customization. On-site installation services are also available. Each day of on-site support purchased includes one expert programmer or trainer at your location for a full 8 hours. During these 8 hours, the expert will provide training, help, customization, or other services as established in advance and agreed to under the project proposal.

Fees start at from $1,199 per day, depending on the services provided, plus travel expenses from San Diego, California, USA to your location. Total cost will be agreed to in advance. We are able to travel to any location that is within 60 miles of a commercial airport.

CANCELLATION

If you cancel the support day one week or more in advance, you will be charged for any non-refundable fees incurred for the reservations. If you cancel within one week of the scheduled date, you will still be responsible for payment in full.


Training

On-line training is available covering a variety of topics. All licensed users may sign up for free training online, and additional training may be purchased. See details. Free training is limited to one training per licensed user.


Exclusions

Technical support provided with your subscription is limited to providing technical support to registered users for the licensed application. It does not include support for your network or hardware issues, or for any other applications. For the Client edition, we can provide help setting up the ODBC connection, but we cannot support issues with your SQL Server® or with network access issues.

Technical support does NOT include:

  • Customizing the program for you.
  • Importing your data.
  • Repairing problems caused by users while modifying the customizable edition of the program.
  • Recovering data deleted by users.
  • Repairing corrupt database files.
  • Updating a modified version of the program.
  • Network or hardware issues, or server configuration.
  • Any other software applications.

If you have any questions or concerns about these policies please contact us.

 

All prices are US Dollars and subject to change without notice. Some restrictions apply.