firm is committed to ensuring that every aspect of your experience
with Investment Gold meets your highest expectations. For that reason,
we offer a very high caliber of support to all of our clients across
North America. Whenever you have a question or problem with regard
to Investment Gold, we encourage you to pick up the telephone and
call our office for assistance. If we can't answer your question
over the telephone, then we will "visit" your office electronically
using pcAnywhere over the internet. Addressing your issues as they
arise will help ensure that you derive the maximum benefits from
help establish your expectations and thus ensure your ongoing satisfaction,
we feel that it is essential to clearly communicate our approach
to providing support. The information that follows explains our
firm's support policies in plain language. At the time that you
became an Investment Gold subscriber, you were asked to review these
policies. So if any member of your team ever requests our firm's
support services, we can only assume that you fully understand and
agree with these policies.
Purpose of Our Support Services
Our firm's support services are intended to answer questions and
resolve problems that can arise in the day-to-day use of Investment
Gold. In order to provide timely response, support is limited to
issues that can be resolved in a relatively short period of time.
Issues that require larger blocks of our time (e.g. installation,
data conversion, training, project-based activities, etc.) are not
considered support and must be scheduled in advance.
Our firm's support services are limited to Investment Gold and its
underlying product, GoldMine. Please note that we unfortunately
cannot support your equipment, operating systems, networks, or other
Our firm's support services are available Monday through Friday
from 9AM to 5PM Eastern Time, excluding statutory holidays. Emergency
support outside these hours is also available at an additional cost.
Most requests for support are serviced in the order that they are
received. However, we reserve the right to prioritize urgent requests.
On a typical day, we respond to the majority of requests for assistance
within one hour of receipt.
A member of your team requests our firm's support services by telephone.
If necessary, the request can be left by voice mail. Please note
that we don't accept requests for support by fax or electronic mail.
Our firm's support services are provided over the telephone and
when we deem it necessary over the internet via a remote access
software product called pcAnywhere. It is your ongoing responsibility
to ensure that a current, working copy of pcAnywhere is installed
on at least one of the personal computers on your network equipped
with access to the internet.
for Our Services
Our firm's support services are paid for by credit card. When any
member of your team requests our firm's assistance, our firm charges
time spent providing that assistance to the credit card number that
you preauthorized. The credit card number will be billed an amount
based on the time our firm spends servicing your request (rounded
up to the nearest 15 minutes) and our current billing rate for support
services (plus any applicable taxes). Any support provided outside
our standard service hours is billed at twice our current rate.