30-Day Support Plan - FREE with Initial Purchase

Qualification - A customer qualifies automatically for the 30-Day Support Plan upon acceptance of the Terms and Conditions and License Agreement. Acceptance of the Terms and Conditions is implied by downloading any ClientTracker software product in the Version 4 series.

Start and Duration - The Support Plan begins on the day that the Registration Email is sent to the customer. The Plan is in effect for 30 calendar days thereafter, and terminates on the 31st day.

Download Process – Ginkgo Software will assist the customer as needed to perform a successful download and operation of the Installer software, to the point where the Installer is successfully launched and the customer enters a valid Registration Code and the whole upgrade of all the data is complete and the Success screen is reached.

Online Manual – The ClientTracker v4.0 Online Manual is the primary source of support for information about how to operate the software. Learning how to operate the software correctly is the responsibility of the customer.

Email Support – Ginkgo Software will provide email support for 30 days after the Registration Email is sent. The customer shall initiate a request for assistance by emailing Ginkgo Software. Each request will be assigned an Incident ID. Requests will be responded to in the order received, depending on priority (see Types of Support Requests below). Judgment of severity will be determined by Ginkgo Software. Ginkgo Software will acknowledge receipt of the request within 24 hours, and either provide assistance at that time, or establish a timeframe for providing assistance.

Phone Support - available as part of the Support Plan. If all technicians are busy, the call will be answered by a representative, with whom you can leave a message or email requesting a call back. Ginkgo Software will schedule return phone calls as needed. The customer can purchase additional Phone Support at the prices specified below.

Data Recovery Services – Data Recovery Services are expressly not provided under the Plan, and are subject to evaluation by Ginkgo Software as specified below.

Types of Support Requests

Ginkgo Software will be the sole judge of the priority of Support Requests.

Low Priority – Requests for how to operate the software in a normal manner will be referred to the Online Manual. Ginkgo Software may provide a direct answer or a link to the appropriate section of the Online Manual at its discretion.

Medium Priority – Requests for assistance with the software not functioning properly will be evaluated by Ginkgo Software. If, in the determination of Ginkgo Software, the malfunction is caused by improper use of the software, the customer will be referred to the Online Manual regarding correct operation, as described for Low Priority requests above.

• Note: Problems with the customer’s computer not functioning correctly, such as a “crash” or power outage, will be assigned Medium Priority and handled in the order received. Data Recovery Services may be recommended by Ginkgo Software.

High Priority – Preference will be given to requests that appear, in the opinion of Ginkgo Software, to be a malfunction or variance of the ClientTracker software. These are normal occurrences with any software program, and to the extent they are determined to be caused by the software, Ginkgo Software will attempt to provide a remedy or repair. Some repairs may need to wait until the next update or upgrade release of ClientTracker. Ginkgo Software will be the sole determiner of the need for repairs.

• Note: Ginkgo Software’s responsibility is for the ClientTracker software only. We are expressly not responsible for the customer’s data, as specified in the License Agreement.

Data Recovery Services – Ginkgo Software will evaluate a customer’s request for Data Recovery Services, and will determine if such action is necessary. If Ginkgo Software decides that Data Recovery Services are needed, there may be additional charges depending on the situation, and at the sole discretion of Ginkgo Software. Such requests will be evaluated on a case-by-case basis.

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Prices for Extra Support

Per-Incident Email Support(outside of a Support Plan) = $75 per incident

Data Recovery Services = contact Ginkgo Software for rates.

Additional 1 Year Support (including email & phone support) = $295

Maximizing Your Support Plan

Tips to save you time and money.

• Always check the Online Manual first to see if your issue can be addressed there, on your own time.  This may be faster than waiting for a response to your email. It can also save your Phone Support time for real problems.

• Think twice before composing your email or voice mail message.  The better you communicate your issue and the more info you provide, the more efficiently you can be helped.

When communicating with support, include all the following information:
• your name, practice name, and the name of the person on the account (if different)
• the version of your ClientTracker
• your computer's platform and version, i.e. Windows XP, Vista, Windows 7 or Mac 10.5.8, 10.6.4, etc.
• your question, situation or request, described clearly and succinctly

ClientTracker is a software program on your computer. As such, it is prudent to have someone local who is knowledgeable in maintaining your computer systems and software.  This person should also be the primary contact for Ginkgo Software, for technical issues regarding the use of your computer system and how it interacts with ClientTracker.  Your Phone Support time can be used much more efficiently when we speak with someone proficient in the use of computer systems, file management, backups, and data recovery techniques.

Keep a log or binder of ClientTracker-related information; e.g. accurate notes taken during Phone Support, printed support emails, and any of your own procedures for using ClientTracker. Share the knowledge from support with all people using ClientTracker.

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