Inmagic Maintenance Program FAQ
Here are answers to some of the most commonly asked questions
regarding Inmagic software support and assistance:
Why should I purchase an Inmagic software maintenance
contract?
Inmagic maintenance contracts are highly recommended but are not
mandatory. Contracts last for one calendar year from the time of
purchase or renewal. The advantages are:
- Immediate availability of any new version releases or service
packs
- Assistance is available from Inmagic Product Support by phone
or email
- Support for the latest operating systems and web browsers
- Access to the Inmagic Customer Extranet
- Up to date software is easier to troubleshoot as support staff
are familiar with the version and interactions with operating
systems and other programs.
- The maintenance subscription cost can be included in your
budget as an annual expense. (It is common for most IT departments
to regard maintenance for key software as a normal cost of doing
business).
- Peace of mind from knowing that you have the backing of a
support contract if you have a problem.
Full terms of the maintenance contract are outlined on the Inmagic website.
What happens if I don't renew?
Inmagic charges for any years that are skipped plus a
reinstatement fee. You therefore don't save any money, and you lose
all the benefits of having earlier access to the latest
versions.
Will Inmagic help me if I don't have a current maintenance
contract?
The answer is generally "no".
Will Andornot help me if I don't have a current maintenance
contract?
The answer is "Absolutely!" However it is harder for us to
support much older versions as we may not have these installed and
we cannot easily test your problems.
So if we have a current maintenance contract, when and why
would we need to contact Andornot?
If you have a support question you may contact either Inmagic or
Andornot. We recommend that if you contact Inmagic, also copy us on
any emails so that we are aware of any issues and can jump in and
assist if required.
Often we are more familiar with your usage and
your infrastructure than Inmagic and can help pinpoint the
problem quickly.
Do I have to pay extra to get support from Andornot?
That depends. If you contact Andornot and do not have a
consulting agreement with us, we will assess the question and
establish whether we can give you an immediate answer. If not, we
will refer you to Inmagic Product Support for assistance. We try
and answer all questions that require just a quick email or call at
no additional charge whenever possible.
What information should I provide if I have a support
question?
To speed up response time, include:
- the software product,
- version number,
- your operating system,
- the text of any error messages,
- and the steps taken that caused the problem (screen shots are
helpful).
What other options does Andornot offer for support or
consulting contracts?
We offer a variety of options:
- pay as you go billing, generally monthly or quarterly depending
on the amount of time expended.
- annual consulting agreements for a set $ value defined based on
past usage.
What is covered by Inmagic Support? For example, can I get
Inmagic to design new forms for me?
Inmagic Support generally only covers the software itself, not
databases or applications you have built with it.
- There is a time limitation for installation support
which is limited to 1 hour. A consulting agreement may
need to be established with Andornot or Inmagic's Professional
Services Group for more complex installations.
- Requests for product features should be sent to wishlist@inmagic.com
If I want some modifications to a database, can Andornot do
this for me?
Certainly! We will take on virtually any project, large or
small. If you need help with a web report form, addition of a
desktop script button or a full featured web application with
shopping cart, or something in between, contact us for a quote.
