Support

The first priority of GreenPoint Product Support Services is to help every business organization to be more successful with GreenPoint products. Our full time professional support staff, including our engineers, is available to assist customers with all aspects of your project from pre-sales technical support to product integration, product updates, and upgrades.

Trial Users

Trial users of GreenPoint products are entitled to 30 days of free e-mail and phone support during the evaluation period.

Owners of any GreenPoint product get 30 days of free e-mail and phone support. We will help you with the questions that arise during installation or first use during this time.

A support account is required for this option. When you register the product the support account gets automatically enabled for the period of 30 days.

After the initial support period the customers who are not enrolled into other service plans can use our Per-Incident support plan. This plan will help you to get the answers to questions regarding installation problems, debugging, programming issues, product usage issues or explanation of error messages. The cost is $100 per indicent. The per-incident support should be purchased prior to contacting GreenPoint technical support. No charge will be incurred if the incident reported is due to a bug in GreenPoint's software.

Enhanced Support

Owners of any GreenPoint product may sign up for a full one year subscription of direct phone and e-mail contact with our tech support staff. The Enhanced support plan includes:

• Software updates and upgrades - GreenPoint notifies you about the new published revisions authorization to copy, new releases of the product licensed (excludes new product versions).
  
  
• Error corrections and bug fixes in accordance with priority levels reasonably assigned to such error.
  
  
• Telephone access to senior level support engineers to assist with and resolve software issues.
  
  
• Support is handled based on current traffic and on a first-in / first out basis.
  
  
• Subscription support is limited to installation and basic usage issues.

Annual fee for GreenPoint's Enhanced Support Plan (item code: WCENHSUP) is 20% of the aggregate purchase price of the software.

Corporate Support

Available only for software purchases over $15,000 or as a part of the pre-packaged license.

The Corporate Program includes all Enhanced Service features plus the following:

• Any new versions (chargeable upgrades) of the covered product for a period of one year at no charge.
  
  
• Answers to all the questions. Our engineers will troubleshoot your pages, suggest the best ways of implementing the features you need and help you to integrate the product with other software.
  
  
• Priority telephone and e-mail support. All questions are answered within 24 hours after the request is received.

Annual fee for GreenPoint's Corporate Support Plan (item code: WCCRPSUP) is 30% of the aggregate purchase price of the software. 

Hours of Operation

Technical Support services are provided during the time periods and with the exceptions set out below:

• Telephone and e-mail service is provided Monday to Friday from 9:00 am to 5:30 P.M. Eastern Standard Time. Messages may be left via voice or e-mail at other times.
  
  
• Our technical staff may be unavailable during these time periods for up to three hours per month to attend meetings and training sessions. 
  
  
• Service is not provided on up to twelve holidays per year which include, but are not limited to, the following: New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, Fourth of July, Labor Day, Columbus Day, Thanksgiving Day and the following Friday, Christmas Eve Day and Christmas Day.