Technical Support
Free technical support is included with your license for one year from the date of purchase. Technical support is provided via phone or email and does not include live web sessions or 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.
Live Support
Live help sessions using a screen sharing application over the web are available for additional help. 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. The cost is $95* for up to 30 minutes, or $175* for over 30 and up to 60 minutes.
On-Site Support
On-site support may be contracted for customers needing additional help, training, or collaborative customization. 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.
You will be charged $1399* per day, 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.
CANCELLATION
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.
Installation Services
If you would like us to come to your location to install and set-up your application, please contact us to schedule a convenient time. We usually need about 2 weeks lead time, depending on your location. We may also be able to install your application remotely.
Remote:
Live Help Session over the web: $95* for one half hour or $175* per full hour.
Remote installation and set-up: $1299*
With web component: $1999*
- 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.
On-Site:
Installation and set-up: $3299*
With web component: $4999*
- 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 stay 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)
- Locations outside the US may require additional fees (contact us for details).
Support Policies
Technical support provided during the first year, or under the annual support contract, is limited to providing technical support to registered users for setting up and running 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:
If you have any questions or concerns about these policies please contact us.