Purpose
TRUE Subscribers have support hours to assist with deployment, training, and feature requests for TRUE. The amount of support hours provided is based on the number of packages subscribed to and whether additional support time was purchased. This article explains how support is earned, used, purchased, billed, and viewed.
Types of Support
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Setup |
Importing data, uploading files, configuring user accounts, and more are considered setup. Anytime TRUE is asked to do something that could be done by a TRUE user, is referred to as setup assistance. The TRUE team is more than happy to offer this assistance and it does use support time. |
| Training | TRUE provides training via one-on-one virtual meetings, phone calls, email, and live chat. All support provided through these channels use support time. |
| Requests | Please see “Feature Requests” for detailed explanation on this topic. Unsponsored Feature Requests use support time and become billable if there is no support time remaining. The time spent discussing a customer’s feature request uses support time. |
| On-Site | TRUE offers on-site training for your team. This is not included in your support time, but rather separately billed. Each onsite hour spent working with your team is $175/hr. Travel time to and from the trainer’s office to your office is $50/hr. Lodging, Airfare (Economy), and Ground Transportation costs are paid for by the customer. |
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Custom
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Customizations are unique feature requests that are only for one customer and not applicable to others. They are not included in support hours but are separately billable based on the rate plan chosen by the customer. |
| Issue | Despite our best efforts, unforeseen issues may arise that require TRUE’s development team to resolve an issue. Issues occur when a reasonable expectation for how a feature is supposed to work is not met. The customer is not responsible for time spent resolving identified issues. |
| Systems | There are hundreds of services that store, transmit, and process the many features that make up TRUE. Sometimes these stop working as intended, or a vendor pushed an update that disrupted something else, etc. It is the responsibility of TRUE to resolve and improve these services and as such, are free of charge with no impact on your support hours. |
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Updates
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The TRUE team is constantly creating new features and improving existing ones. You receive these updates free of charge with no impact on your support hours. |
Earned Support
At any time, you can view your remaining support hours within TRUE by navigation to the “?” Icon > “Setup / Subscription” tile. You’ll then see the total under “Support Remaining”. This support time is earned based on which packages are enabled and whether any additional support time has been purchased. The amount of support time earned per package is (shown in minutes, separated by Monthly/Annually):
| Package | Monthly | Annually |
|---|---|---|
| Included | 30 | 369 |
| Contracts | 45 | 540 |
| Procurement | 30 | 360 |
| Inventory | 60 | 720 |
| Routing | 90 | 1080 |
| TRUE Accounting | 60 | 720 |
| QuickBooks Desktop | 30 | 360 |
| Sage Intacct | 60 | 720 |
| Sales & Use Tax | 30 | 360 |
Customers on an annual plan receive the entire year’s earned support upfront.
TRUE Consultative Setup
All new customers of TRUE can optionally purchase the TRUE Consultative Setup package, which includes 15 hours of additional support, for $999. This can only be purchased one time.
Support Billing
In the event support time is exhausted, the TRUE team will continue to provide the same support; however, it is then possible it may incur additional charges. Assuming a customer has no remaining support hours here are examples of what to expect:
- You receive email or live chat support from TRUE for “Training”. This will not incur an additional fee, but will continue to count against your support hours.
- You call into our customer support center for “Setup”, “Training” “Request”, or “Custom”. This will incur an additional fee at $175/hr.
- You have a scheduled one-on-one virtual meeting for “Setup” or “Training”. This will incur an additional fee of $125/hr if your support balance is less than negative ten (-10) hours.
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You submit an unsponsored feature request. Your feature request is placed on indefinite hold until your support balance is sufficient to handle the time it will take to provide the requested feature.