Granville Publications

New Service and Support Policy

All Customers who have existing service agreements prior to January 1, 2010 will be honored until the expiration of that existing customer service agreement.

Changes regarding our service policy:

1. All updates of the product will only be available to customers with valid service agreements. Each customer with a service contract will have direct access to a special site for updates, comments, videos and other items to train and educate and assist our users in making their experience with our product a good one.


2. Our policy with regard to computer crashes and product replacements is as follows: We will replace the program at no charge under the following conditions:
1. Customer has an existing service and support agreement at the time the replacement is requested.
2. The copy of the program that customer is replacing is less than 12 months old.
3. If customer does not meet these requirements, customer will need to purchase a software upgrade and a service and support agreement for the next 12 months to receive a replacement.


3. Support Includes:
1. Unlimited response to questions regarding technical issues of the program.
2. Occasional consulting regarding how to use the software and discussing reports generated from the use of the software. We reserve the right at our sole discretion, to determine what is considered excessive consulting and falls under the category of training. If we consider the consulting to fall into the training category we will discuss this prior to proceeding and we will make arrangements with customer regarding our paid consulting services.


4. Charges for support agreements will be as follows:
   1. One user: $249/Year
   2. Two users: $299/Year
   3. Three users: $349/Year
   4. Four users: $399/Year
   5. Over Four user licenses, please call customer service to discuss.
      


5. Customer Support Hours:
   Telephone: Support hours are M-F, 8:30am to 5:30pm (PST)
   E-mail: Support hours are M-F, 8:30am to 5:30pm (PST)-We monitor our e-mails regularly and can usually repond after our regular business hours.
   We will use our best efforts to respond to support requests within (4) four hours of receiving the request.