Technical Support

Technical support hours are Monday through Friday from 9:00am to 6:00pm EST

To visit the Knowledge Base click here >

Note: The purchase of Act4Advisor and Scan&Organize includes conditional installation support for the first 30 days upon purchase of new software purchases only. After the 30 days, you may email support for free in the first year. After the first year, email support will require a monthly or yearly subscription. Support calls will require a per incident charge of $89 per 30 minute increment or a Support Contract $399 limited to 6 hours and expire from purchase date. Support contracts and per incident calls does not cover inquiries on business practices, nor does it include application consulting or training. Synchronization of databases or PDAs is not covered. The Plan does not provide support for data conversions. Please read Terms and Conditions.

In July 2009, we began a new support policy allowing our customers the best possible solutions for supporting ACT! and Act4Advisors. Due to our rapid growth in the number of customers, we have had to implement this new policy to better serve all customers and we hope you will follow our guidelines.

Allied Financial Software, Inc. currently offers free telephone support for 30 days after purchase for installation issues only. After the 30 days, you may email support for free in the first year. After the first year, email support will require a monthly or yearly subscription. Click here to contact support.

After 30 days from purchase, telephone support is offered under two options: Per Incident Support or Prepaid Annual Support.

Per Incident Support

On a per incident basis, a customer will pay $89 for each 30 minute increment or fraction thereof for each telephone support incident. An incident is defined as a specifically stated issue and not multiple issues. If the question is answered within 5 minutes, the customer will not be charged. Any abuse of this free 5 minutes would result in a per incident charge for the first 5 minutes. Questions lasting longer than 5 minutes are billed on the customer's credit card.

Prepaid Annual Support

The second option is to pay for annual telephone support for $399. This allows the customer (and one designated alternate user) to call in for telephone support for 12 months of support but limited to 6 hours cumulative. The customer can re-subscribe upon expiration.

For business reasons, we have the right to limit the length of each telephone call to 1 hour per day. The support person may, at their sole discretion, decide to schedule a follow-up call for any unresolved issues or may correspond additionally on the issue via email.

We will make every reasonable effort to resolve any issue you are having or answer most questions but we do not warrantee our support. If we are unable to resolve an issue, you are not entitled to a refund.

Training

It should be noted that support is not training. Our technical support staff will not provide training under any of the support options. Single issue items such as "How do I create a group?" or "Can you tell me how to perform a mail merge?" are not considered training if they are for a specific item. These questions should not result in discussions of other features and uses of the software.

Optionally, we offer live, web based training. This allows us to demonstrate how to use Act4Advisors via the internet. We can connect to your computer or you can view our computers while we train you and your staff over the internet and conference call.

The cost for live web based training is $99 per hour per computer connection to the web conference. This allows one person to be trained per connection. Also, each trainee who sits in on the training session will be billed $75 each. This is a flat charge and is not based on the time of the training. For example, a 3 hour training over one computer with 3 people would be billed at ($99 x 3 hours) + ($75 x 3 trainees)

Customers that schedule more than one training session will only incur the $75 per person for the first training session. If the follow-up training sessions are not scheduled in advance, the $75 charge would need to be paid for each session. Canceled sessions may also incur an additional charge.

Onsite training is also available. If the training is out of the metro-Atlanta area, the cost will be based on a $1500 per day plus travel and accommodation expenses. There is also a $75 per trainee charge above the first 10 attendees. A single day is counted for travel outside of the metro Atlanta area. Flights scheduled for us by customers should arrive back in Atlanta before 9:00 PM on the same day for no additional charge. Otherwise, a half day training fee will be billed for flights that are scheduled to arrive up to 12:00 midnight. If the flight is scheduled to return after 12:00 midnight, a full days rate is due. Note, you are not responsible for delays from weather, airline delays nor acts of God.

Consulting

Additionally, Allied Financial Software, Inc. can be contracted for ACT! and Act4Advisors consulting. Consulting includes database customization, database services, data conversions, custom labels, templates, reports or macros. Computer programming is also available. Our fees are $150 per hour billed in 15 minute increments plus expenses.

We believe these new support options will give you many choices on how best to support and train on your Act4Advisors. If you would like any additional information, feel free to send us an email or give us a call.

These Terms and Conditions, as amended from time to time, govern the use of the Plan by the individual(s) designated as the Customer contact(s) on the plan order (the "Customer"). Except as discussed below, the Customer is the only authorize user of the Plan.

Definition

The Plan means the Act4Advisors Annual Support Plan.

The Customer means the licensee and one other designated employee.

General Policies

Allied Financial Software reserves the right to limit each telephone call to one hour and to limit each contact (telephone or electronic) to one incident per day, as defined as a single support issue or question. Allied Financial Software may also limit or terminate support service in the event that the Customer uses the service in an irregular, excessive, abusive or fraudulent manner or in violation of these Terms and Conditions.

Support services will be provided to the Customer only. The resale of the Plan or any of the Plan benefits is strictly prohibited. The Customer may not transfer the Plan to another individual or business without the consent of Allied Financial Software, Inc.

Service Availability

The term of the Plan shall commence on the Plan order date and shall terminate one year thereafter unless expressly stated otherwise by Allied Financial Software. Support service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance, observed U.S. holidays or other business reasons.

Support Topic Limitations

Support service is limited to the following Act4Advisors product areas:

• Installation of Act4Advisors
• Basic usability and Basic functionality of ACT! and Act4Advisors
• The Plan support does not cover inquiries on business practices, nor does it include application consulting or training. Synchronization of databases or PDAs is not covered.
• The Plan does not provide support for data conversion.
• Allied Financial Software does not provide support at Customer's site or any other location under this contract. Allied Financial Software will not provide training, designing, data conversions or consulting services under the Plan. These services can be contracted separately.

Supported Products

Plan support is available for Act4Advisors and ACT! 6.0, 9.0, 10.0, and 11.0. Availability for ACT! products is subject to change by Allied Financial Software at any time without notice.

Support will only be provided for (i) products distributed by Allied Financial Software as of the effective date of the Plan and (ii) at Allied Financial Software's discretion, one prior version for each such product.

Allied Financial Software shall not be required to provide any Support relating to problems arising out of the Customer's use of the software in a manner for which it was not designed, or Customer's negligence, misuse or modification of the software.

Limitation of Liability and Damages

Allied Financial Software's sole liability, and Customer's sole remedy, for any loss suffered by Customer arising under the Plan will be a refund of the Plan fee paid by Customer for the 12-month period during which the loss is suffered. TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL ALLIED FINANCIAL SOFTWARE BE LIABLE TO CUSTOMER FOR ANY SPECIAL, INCIDENTAL, INDIRECT, CONSEQUENTIAL, PUNITIVE OR OTHER DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF USE, DATA, INFORMATION OR PROFITS, EVEN IF ALLIED FINANCIAL SOFTWARE HAD BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY.

Disclaimer of Warranties

ACT! SUPPORT SERVICES ARE PROVIDED "AS IS." ALLIED FINANCIAL SOFTWARE HEREBY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, QUALITY, MERCHANTABILITY, ACCURACY, AND NON-INFRINGEMENT.

Governing Law

The Plan will be governed by and construed in accordance with the laws of the State of Georgia, without giving effect to any principles of conflicts of laws. Customer agrees that any action arising out of or relating to the service provided by Allied Financial Software will be filed and maintained only in the state or federal courts located in Fulton County, GA and you hereby consent and submit to the personal jurisdiction of such courts for the purpose of litigating any such action.

Customer Contact Information

Allied Financial Software reserves the right to contact Customer by mail, phone, fax, or e-mail to deliver newsletters, surveys, and other information pertaining to your product or the Plan. We also reserve the right to make your name and address list available to our business partners. For more information regarding how Allied Financial Software uses Customer Contact Information, please see our Privacy Statement at www.software4advisors.com.

Refund Policy

The Customer may obtain a full refund for the current membership period if the Customer has not used the Plan support services during the first 30 days after purchase. The full Plan fee will be refunded if the customer has made no use of the Plan support services during the initial 30-day period. If the customer has used the Plan support services during the 30-day period, no refund is available.

Disclaimer

Every effort has been made to ensure the accuracy of this information. Allied Financial Software reserves the right to limit any single support call, change the Plan terms and conditions of support, and change support pricing and support service availability without notice.

Entire Agreement/ Severability

This is the entire agreement between Allied Financial Software and Customer relating to the Plan. These Terms and Conditions may not be modified except in a writing signed by both the Customer and an authorized representative of Allied Financial Software. If any provision of these terms and conditions is deemed unlawful, void or unenforceable for any reason, then that provision will be deemed severable from these Terms and Conditions and will not affect the validity and enforceability of any remaining provisions.

END-USER LICENSE AGREEMENT FOR ACT4ADVISORS
TEMPLATES AND CUSTOMIZED DATABASE

THIS LICENSE DOES NOT REPLACE, SUPPLEMENT NOR MODIFY THE LICENSE AGREEMENT FOR THE ACT! SOFTWARE PROVIDED EXCLUSIVELY BY BEST SOFTWARE. A VALID LICENSE MUST BE SECURED BY BEST SOFTWARE OR ANY OF ITS AGENTS FOR EACH USER. REFER TO THE ACT! LICENSE AGREEMENT TO USE THE ACT! SOFTWARE.

SOFTWARE LICENSE AGREEMENT

1. License. If you accept this License, Allied Financial Software, Inc. ("AFS") hereby licenses to you one electronic copy of the software, database and templates you are about to install and related documentation (the "Software"). AFS retains all right, title and interest in and to the Software. That Software and all parts thereof are the subject matter of various proprietary rights, including without limitation copyrights, trade secrets, patents and other similar intellectual and industrial property rights ("Proprietary Rights").

You may:

(i) use only one copy of the Software on a single computer;
(ii) make one copy of the Software for archival purposes, or copy the software onto the hard disk of your computer and retain the original for archival purposes;
(iii) use the Software on a network, provided that you have a licensed copy of the Software for each computer and user that can access the Software over that network;
(iv) after written notice to AFS and approval from AFS, transfer the Software on a permanent basis to another person or entity, provided that you retain no copies of the Software and the transferee agrees to the terms of this agreement; and

You may not:

(i) copy the documentation which accompanies the Software;
(ii) use more than one Act4Advisors database without AFS express written consent by way of email, fax or written;
(iii) sublicense, rent or lease any portion of the Software;
(iv) use any of the files for your use outside of the software for which they are intended
(v) reverse engineer, decompile, disassemble, translate or make any attempt to discover the source code of the Software; or
(vi) use a previous version or copy of the Software after you have received a disk replacement set or an upgraded version as a replacement of the prior version. Upon upgrading the Software, any previous version of an upgraded version and all copies of the prior version must be destroyed or returned to AFS. Within any such copy, you must reproduce the copyright notices and any other proprietary legends that were on the original copy of the Software. No license, right or interest in any trademark, trade name or service mark of AFS or any third party is granted under this License. You acknowledge that neither this License, nor your subsequent registration of the Software (should you choose to register the Software, and thereby enable additional use or functionality), shall in any way be construed to provide an express or implied license to use, modify or improve any of the content of the Software, including without limitation any works, inventions, discoveries, technology or other items which are the subject matter of AFS's Proprietary Rights, or otherwise to use or exploit the Software or the Proprietary Rights in any matter not expressly permitted herein;
(vii) remove the logo nor copyright from the software, its layouts, manual or other files;
(viii) distribute any files to any unlicensed user;
(ix) allow more users of the database than you have purchased licenses for.

2. Restrictions. You may not attempt to create or derive any of the source code, database design, layouts, license enforment schema or other technology or data within the Software by disassembly, reverse engineering or any other method, or otherwise reduce the Software to a human-perceivable form. You may modify the database and layouts for your personal use but you may not sell, sublicense or otherwise distribute any customization you have made without the prior written permission from AFS corporate officers. You may not use, disclose, distribute, make or have made any copies of the Software, in whole or in part. You may not rent, lease or lend the Software without the prior written permission of AFS, provided, however, that you may maintain a backup copy of the Software during the term of this License. You agree to provide notice to AFS immediately after learning of or having reason to suspect a breach of any of the provisions set forth in this License.

3. Termination. This License is effective until terminated. You may terminate this License at any time by removing the Software from all of your computers, and returning all copies thereof to AFS with a letter of explanation. This License will terminate immediately without notice from AFS if you fail to comply with any provision of this License. Upon termination, you must return the Software and all copies thereof and must remove all incidents of the software from your computer(s).

4. Disclaimer of Warranty. REGARDLESS OF WHETHER YOU LATER CHOOSE TO REGISTER YOUR COPY OF THE SOFTWARE, THE SOFTWARE AND RELATED DOCUMENTATION ARE PROVIDED "AS IS," WITHOUT WARRANTY OF ANY KIND, AND AFS EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF DESIGN, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, ANY WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE, OR ANY WARRANTIES OF NON-INFRINGEMENT OF ANY THIRD PARTY'S PATENT(S), TRADE SECRET(S), COPYRIGHT(S) OR OTHER INTELLECTUAL PROPERTY RIGHTS. AFS DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS, OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT DEFECTS IN THE SOFTWARE WILL BE CORRECTED.

Furthermore, AFS does not warrant nor make any representations regarding the use or the results of the use of the software or related documentation in terms of their correctness, accuracy, reliability, or otherwise. No oral or written information or advice given by AFS or AFS's authorized representative shall create any warranty or in any way increase the scope of this warranty. Should the Software prove defective, you (and not AFS or AFS's authorized representative) assume the entire cost of all necessary servicing, repair or correction. Some states do not allow exclusion of implied warranties, so the above exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

5. Limitation of Liability. UNDER NO CIRCUMSTANCES, INCLUDING NEGLIGENCE, SHALL AFS BE LIABLE FOR ANY LOST REVENUE OR PROFITS OR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES THAT RESULT FROM THE USE OR INABILITY TO USE THE SOFTWARE OR RELATED DOCUMENTATION, EVEN IF AFS OR AFS'S AUTHORIZED REPRESENTATIVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. IN NO EVENT SHALL AFS'S TOTAL LIABILITY TO YOU FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, EXCEED THE AMOUNT PAID BY YOU FOR THE SOFTWARE.

6. Controlling Law. This License shall be governed by and construed in accordance with the substantive laws of the State of Georgia, notwithstanding the conflicts of law provisions of that state or any other jurisdiction. All disputes arising out of this license shall be subject to the exclusive jurisdiction of federal and state courts located in Fulton County, Georgia.

7. Complete Agreement. This License constitutes the entire agreement between the parties with respect to the use of the Software and supersedes all prior or contemporaneous understandings or agreements, written or oral, regarding such subject matter.

ACT! and Act4Advisors Upgrade Disclaimer

Upgrading from ACT! 6.0 to a newer version of ACT! is not a technically difficult process but there are several steps necessary to ensure a successful upgrade.

The upgrade process is tedious at best and requires that you 1. Cleanup your old database by removing old and unneeded data. 2. Convert the database using the Custom Conversion Wizard. 3. Import the converted database into the new Act4Advisors database.

Allied Financial Software, Inc. will provide you with detailed upgrade instructions allowing step by step directions for going through the upgrade process. The upgrade instructions are provided at no charge to those customers who have purchased an upgrade from us.

For those customers who do not have the time or inclination to go through this process, we offer ACT! Upgrade Conversion Services. The service will allow up to 3 hours of upgrade work for a discounted consulting rate.

Single User Upgrade is $300
Multi User Upgrade is $350

If more than 3 hours of work are needed, we bill the additional time at our normal ACT! consulting rate of $150 per hour billed in 15 minute increments.

Additional time may be needed for reasons beyond our control including by not limited to: 1. The ACT! 6.0 database is corrupted and cannot be easily fixed with the ACT! Diagnostic Tool. 2. If you have added extensive customization that you would like us to recreate in the new Act4Advisors database. 3. You have missing files that you would like to reattach in the new database. 4. You have slow computers or computers that are being used by others while we are in need of those computers for the upgrade process.

Most conversions require the 3 hour time frame and it should be noted that we do not count the time it takes to import the data into the final database.

Allied Financial Software, Inc. and Act4Advisors do not control the import process which is a function of the ACT! software. Items beyond our control can add to the complexity and cost. In addition, ACT! may have conversion or import bugs that affect may the transfer of data.

All services provided by Allied Financial Software, Inc. are non-refundable since you are paying for our time to do the work. ACT! may have conversion or import bugs that affect the transfer of data.

Alternately, if you would like to attempt to convert the data yourself, we do provide email support at no charge. Optional annual telephone support is offered if you would like our assistance in peering into your computer and answering questions regarding the conversion or import process. The annual support does not allow us to do the work for you but to only assist you with doing the work yourself. Click here for more information regarding our support offerings http://kb.actforadvisors.com/questions.php?questionid=158

Important Note for Customers Using ACT! (6.0) or Prior: Customer activation and registration are required to use newer versions ACT!. Also, certain features may have changed or are no longer available, including inbound caller ID functionality, WinFax integration, recording and playback of macros, e mail/modem–based database synchronization, and SideACT!. Also, newer versions of ACT! databases cannot be saved back to a previous version.

Though we believe all of our presales information is adequately representative of our product, we realize there may be reason to return the software. We do not take this lightly since we would like to have the assurance that our software is appropriate BEFORE the sale is transacted.

We provide a conditional 30 day money back guarantee for Act4Advisors software. This guarantee requires that you return the software, installation instructions and sales receipt for proper credit. USER UPGRADES DO NOT QUALIFY FOR MONEY BACK GUARANTEE.

Sage Software offers a 30 day money back guarantee for the ACT! software. To receive a refund, contact Sage Software for returns of their software.

ALL APPROVED RETURNS ARE SUBJECT TO A 5% FEE OFF THE TOTAL SALE. SHIPPING COSTS ARE NON-REFUNDABLE.

Conditions that must be met before a return is allowed:

You must speak to an Allied Financial Software (AFS) representative and explain the reasons for the return.
You must allow the AFS representative to walk you through the uninstallation of our software. Proof of uninstallation is required to receive credit.
You may not keep any copies of the software or its components. If you have made any copies, you are required to destroy these copies including copies of the database itself. You may export your data to another database or to a text file but the database bucket is a licensed part of the software.
You may not give any copies of the software to anyone else.
USER UPGRADES DO NOT QUALIFY FOR MONEY BACK GUARANTEE.

Upgrade Policy

The Upgrade Policy is changed effective 8/1/2007

Customers who purchase Act4Advisors within 90 days of a new version release will receive the new version for free. The customer must request the new version within 12 months of their purchase.

The following schedule is in place for version upgrade:

Days Since Last Purchase* Discount for Upgrade (off the current, retail price)

90 days Upgrade is Free
180 days 60% discount
2 Years 40% discount
3 Years 30% discount
4 Years + 20% discount
*Version Upgrade discounts are only available to those users who have the most recent version before the newly released version. Skipping versions does not qualify for discounts.

These upgrade discounts apply to Act4Advisors only and NOT to ACT! or any other software programs or interfaces we provide.

User Upgrades

To upgrade your existing license within the same version, our pricing is listed below.

Single User to Two User Network Upgrade $150
Single User to Five User Network Upgrade $350
Single User to Ten User Network Upgrade $700

Two User to Five User Network Upgrade $250
Two User to Ten User Network Upgrade $600

Five User to Ten User Network Upgrade $400
For other USER upgrade pricing not listed, please contact sales.

To order any upgrade, please call our sales at 800-831-7636.
All upgrades will be emailed via a download link. If you would like a CD instead, the additional cost is $50 - this includes shipping and handling.

Support on Upgrades is limited – All support issues on upgrades should be emailed to support@software4advisors.com or you can purchase a per incident support for $89.00 per 30 minute increment.

Note: We are not responsible for loss of data. We recommend that you back up and reindex your database periodically.