Support
All editions of Book-It membership software come with 30 days free telephone support. After that time all Enterprise, Pro and Lite edition support is chargeable, although Shareware edition customers will receive further free support by email only. Support without a support agreement will be given a lower priority in favour of customers who have taken out support agreements.
Note that a support+ agreement will be required for uses of the Book-It On-Line module. These agreements carry all the features of the related standard agreements but extend to also cover support of the Book-It On-Line module.
For business customers we recommend that you purchase one of our annual support agreements. This will extend our support service and we will guarantee a response time for the support therefore reducing any inconvenience to your business. An agreement will also make support cost budgeting much easier. Several levels of support agreement are currently available and all can be paid by a single annual payment or 12 monthly instalments. See our support comparison page to easily compare our support agreements.
Bronze Support Agreement (from £274 pa / £23 pm single user)
Entry-level support for small organisations or memberships not requiring an immediate response and / or with a limited budget available
- available to Lite and Pro edition customers only
- supported 9.30am - 4.30pm GMT Monday to Friday
- up to 8 hours annual support time included (min call 15 minutes)
- response time guaranteed within 16 working hours
- free maintenance release (service pack) software updates
- support to named individuals only
- additional hours charged at preferential rates
- telephone, fax, email, mail support included
- support limited to Book-It software only
Bronze+ Support Agreement (from £491 pa / £41 pm single user)
The Bronze+ support agreement has all the features of the Bronze support agreement but covers the Book-It On-Line Module as well as Book-It Office software.
Silver Support Agreement (from £544 pa / £46 pm single user)
Aimed at larger organisations or memberships requiring a faster response time. This agreement has all the features of the bronze support agreement plus the following
- available to Lite and Pro edition customers only
- UNLIMITED support time included
- response time guaranteed within 8 working hours
- access to restricted mobile phone numbers of senior support staff
- remote control software support available*
- occasional out of hours support available by appointment only
- annual input into the Book-It development program
- backup and restore support provided as required
- Silver Plus available for online option users
Silver+ Support Agreement (from £872 pa / £73 pm single user)
The Silver+ support agreement has all the features of the Silver support agreement but covers the Book-It On-Line Module as well as Book-It Office software.
Gold Support Agreement (from £817 pa / £69 pm single user)
One of our highest levels of support recommended for organisations with less than 10,000 members running our Pro Edition software. This agreement has similar features to the Silver agreement but with the following additions
- available to Enterprise edition customers only
- UNLIMITED support time included
- support given to any individuals
- Gold Plus available for online option users
Gold+ Support Agreement (from £1309 pa / £110 pm single user)
The Gold+ support agreement has all the features of the Gold support agreement but covers the Book-It On-Line Module as well as Book-It Office software.
Enterprise Support Agreement (from £3095 pa / £258 pm unlimited users)
Our highest level of support available. Aimed at our corporate customers and Enterprise edition customers. This agreement includes all the features of the Gold agreement plus the following
- available to Enterprise edition customers only
- UNLIMITED number of support hours included
- support given to any number of individuals
- priority given over all other support agreement holders
- no additional charge for Online Option users
Enterprise+ Support Agreement (from £5009 pa / £418 pm unlimited users)
The Enterprise+ support agreement has all the features of the Enterprise support agreement but covers the Book-It On-Line Module as well as Book-It Office software.
International Support (from £5544 pa single user)
Support is available to customers outside of the UK under the same arrangements as UK customers. We do, however, recognise that time differences may cause some support issues for international customers and therefore will make every effort to extend supported times for international customers where possible and offer out of hours support by prior appointment.
International+ Support Agreement (from £872 pa single user)
The International+ support agreement has all the features of the International support agreement but covers the Book-It On-Line Module as well as Book-It Office software.
Support Without An Agreement
Support will still be provided without an annual support agreement, however, this will be instantly chargeable. A minimum charge (currently £48 excluding VAT) will be made for each call and further charges will be applied in 15 minute increments (currently £18 excluding VAT). A purchase order number or credit card number will be requested.
Support Terms And Conditions
Support is limited to telephone, fax, email and remote modem support only. It does not include further product development and does not include visits to client sites. Support includes verbal assistance to users regarding system setup and use of the system but is not intended as a replacement for a user training course. Support covers Book-It software only. It does not cover PC hardware and network support or operating system support, this support should be taken out with your hardware supplier although Instinctive Systems may advise from time to time if they have been involved in the hardware setup or if a problem occurs which may not initially appear to fall specifically into a hardware or software category. Support does not include return call charges. You are expected to make and pay for all calls during support. Feel free to leave messages outside of support hours, however, Instinctive Systems will not call you back the next day you will be expected to call again. In exceptional circumstances where you are unable to get through to us during normal business hours, we may call you back and ask you to return the call immediately.
Support agreements can be customised to your own requirements and payment by installment options are available for a small administration charge, please enquire for further details. We reserve the right to change our support agreements at any time.
See our support comparison page to easily compare our support agreements.
* Note that remote control software support allows us to access and control your system using VNC, Remote Desktop, Microsoft Messenger, LogMeIn, GotoMyPC and similar software which you will need to provide.
