Support Policy
If technical assistance is needed, the following services are available to better serve your business needs. If you have any questions, contact your local authorized CertiflexDimension Ultra Qualified Consultant, or call us at (800) 237-8435.
Standard Support Policies
Standard Support is designed to help customers resolve operational issues in the accounting software, answer software related how-to questions, and assist with standard installation and configuration. Standard Support is charged on a per-incident basis.
An incident is defined as a single issue, problem or product usage question that involves a single topic from a CertiflexDimension Ultra menu or report. Technical Service representatives reserve the right to limit each contact to thirty (30) minutes and determine the number of incidents handled and billed during each contact.
Standard Support Pricing
Support incidents are available in blocks (4 for $120, or 8 for $200) for customers with an active Annual Software License (ASL).
Customers without an active Annual Software License may be able to purchase an individual support incident. For more information about this service and version availability, please see Single Incident Support Plans
Technical Support prices are subject to change.
Standard Support Procedures
Certiflex Software LLC’s Technical Services Department can be contacted by calling (800) 237-8435. Please have your registered Company Name, and Client Number, along with all information relating to your question or problem when seeking assistance.
Your call will be answered by a receptionist and directed to a Support Representative. Return calls are made in the order the message was received.
It is important to have as much information as possible – including your registered company name, client number or serial number, any error messages received and the exact process or program executing. A telephone should be within reach of the computer, whenever possible.
Requests for support can also be emailed to support@certiflexdimension.com.
Technical Support Policies Recap
Standard Support is designed to help customers resolve operational issues related to their accounting software, answer software how-to questions, and assist with standard installation and configuration. Standard Support is charged per incident.
An incident is defined as a single issue, problem or product usage question involving a single topic from a CertiflexDimension Ultra menu or report. Technical Service representatives reserve the right to limit each contact to thirty (30) minutes and determine the number of incidents addressed and billed during each contact.
Technical Support is available Monday-Friday from 9:00 AM to 5:30 PM Central Time. Call (800) 237-8435 to speak to a technical support representative. Please be prepared to provide your Client ID Number when calling.
Other Customer Service Options
Customized Training Service
Improve your productivity and efficiency by learning new ways to harness the full power of your accounting software. Reduce the learning curve for new employees, or simply sharpen the skills of your staff with a custom training session tailored to your exacting needs. Call for details.
Advanced Technical Assistance
A consultative telephone support service is available on an hourly fee basis. This service provides support beyond the basic functionality of how-to or break-fix product maintenance needs. This service includes working with an in-house specialist on issues such as hardware and networking questions, platform and product migration, and Pervasive client/server installation, configuration and implementation. The rate for this service is $175.00 for the first hour and $100 each hour after.
Single Incident Support
Single Incident Support offers technical assistance to customers without an active Annual Software License. Single Incident Support charges vary depending on the CertiflexDimension version for which assistance is requested and is generally three to eight times more expensive than support incidents available with an active Annual Software License. For more information about obtaining an Annual Software License, contact the Sales Department at (800) 237-8435.
Single Incident Support is governed by the following additional guidelines:
- Single Incident Support requests must be prepaid with a credit card prior to commencing.
- Single Incident Support charge for CertiflexDimension Ultra is $125.00 per incident.
- Single Incident Support charge for CertiflexDimension prior to v10 are unavailable.
- Single Incident Support is for technical assistance only. Product updates or corrections are not available without subscriptions
Obsolescence Policy
No maintenance contract or standard support services are available for CertiflexDimension v10 or prior versions. If you are continuing to use one of these outdated versions, it is strongly recommended that you upgrade to a supported version as soon as possible. Optionally, you can call (800) 237-8435 and ask for a Request for Special Engineering Assistance for Obsolete Products form. This form outlines some general guidelines for continuing to use obsolete products.
