Free technical support is included with your license for one year from the date of purchase, as long as your account is current. Technical support is provided via phone, email, live chat, or live screen-sharing. It does not include on-site support. Liberty Labs reserves the right to limit support in cases of abuse or misuse, or to discontinue or limit the time period for free support in the future.
Annual Support Contract
The annual support contract allows you to receive product updates for your licensed products, and technical support, during your contract period at no additional charge. The support contract is provided to you free of charge for one year from the date of your original database license purchase. After the first year, you may purchase an annual contract. Annual support contracts are valid for one year from the anniversary date of your original purchase, and must be kept current to qualify for free support and product updates. Support contracts are non-refundable. 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 help sessions using a screen sharing application over the web are available for clients with current support contracts. 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. Without a support contract, the cost is $95.00* for up to 30 minutes, or $175.00* for over 30 and up to 60 minutes.
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 range from $799.00 to $1,559.00 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.
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.
We offer remote installation services to set up and configure your application over the web using a simple screen-sharing session.
- Installation and set-up of database.
- Installation and set-up of one client application including ODBC connection to the server database.
- Installation and set-up of the web component, if applicable.
- We will work until the program is up and running.
- Prerequisites including SQL Server®, web server, or Microsoft® Access™ need to be installed prior to the scheduled installation, if applicable (contact us for details)
- Remote administrative access to the server and client must be provided.
Desktop edition: $99.00*
Client/server edition: $199.00*
Client/server edition with web component: $299.00*
Web edition: $199.00*
Technical support provided during the first year, or under the annual support contract, 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/server 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.