Support

GrayIT Solutions provides  on going ON-DEMAND support after system implementation without the requirement  of entering into a service contract.  After hour service can be scheduled without any additional charge.

Service Rate Policy

• General Support and training (ie. ACCPAC, QuickBooks, Simply, Tenant Pro, most Custom Crystal Reports, Excel Macros and Queries) are billed at our Standard Hourly Rate with a 2hr Min. for on-site service. No travel time is charged.
• Specialized services (ie EDI, CRM, ACCESS Programming, certain Crystal Report Programming, ACCPAC Customizations, certain ACCPAC Add-ons) are biilled at premium houlrly rated with a 2hr min. for on-site service.
• Priority On-Site Support $200 surcharge.  A pre-paid Support Contract has never been required to receive timely priority on-site, unscheduled urgent support.  However, If an on-site response time is required within 4 business hours, a $200 Priority Response Charge will added to actual time. However, there will not be a 2 Hr Minimum charge for on-site support in these cases.
• After Hours Support  After hour availability (weeknights and week-ends) will be provided at normal rates, circumstances permitting.
• Phone Support –There is no charge for incidental phone support. However, if the issue cannot be resolved effectively and efficiently over the phone, an on-site service call (or Live Internet Support) may be scheduled.
• Live/Remote  Support Based on actual time spent, billed in increments of 15 minutes. Effective rate based on whether Service is “General” or “Specialized” defined above.