Customer Service Plan
Customer Service Plan Guide
To ensure our customers obtain the greatest value from their Balance Point Technologies (BPT) tool purchases, we offer a Customer Service Plan (CSP) that provides customers with expert product maintenance and support coverage. This guide describes what the plan covers and the benefits available to you based on your service plan enrollment.
Customer Service Plan (CSP)
Balance Point's CSP is an annual subscription that costs 20% of the current list price of the BPT Protected Products* listed below. The CSP includes the following benefits:
Version Upgrades and Product Updates: Current enrollment in our service plan will allow you access to upgrades or updates released for the purchased solution during your annual subscription period. Once you have purchased a service plan and registered on the MAXToolKit Support Center site,www.maxtoolkit.com, you will have access to solution upgrades and updates as well as corresponding user documentation and installation information. Your annual CSP only includes the current released version and the immediate prior version of the solution.
Remote Support: Support incident requests should be emailed directly to support@bptechnologies.com. Requests can also be submitted via www.maxtoolkit.com. BPT will respond to support incidents within 24 business hours from receipt of request. Support coverage hours are 8 am–5 pm CST, Monday-Friday. Balance Point is closed on eight holidays each year and in some cases on the days immediately following or preceding the observed holiday. BPT's observed holidays are listed on www.maxtoolkit.com.
Support incidents are defined as specific problems, errors, or functionality that is not working properly for products covered under your CSP. Support incidents may not be used for general advice or training. Such inquiries are classified as billable service. Additionally, if an individual support incident exceeds 60 minutes it will be reviewed to determine if it is support or consulting. If it is determined to be consulting, which is a billable service, an estimate will be provided for the completion of the incident.
All support services are provided via telephone, email, or remote computer sharing. On-site services may be provided at an additional charge, plus time and travel expenses.
If services are required outside BPT's normal business hours, please contact us to arrange for service during your requested time period. Please note services outside the normal business hours may incur additional charges.
*Protected Products: The BPT Customer Service Plan is available for the following tools:
- BOM Manager
- Document Manager
- MAX ID Changer
- MAX Label Pro
- Multi-site Inventory Viewer
- Part Cloner
- Quick Data Loader
- Shop Paper
- SuperZap
- Tax Coordinator
- Transaction Viewer
- WorkOrder Generator
Support Incident Submissions:
Submit support request directly by email to support@bptechnologies.com or via our website at www.maxtoolkit.com/support. Please include the following information:
- Company Name
- Contact Information
- Name of Application requiring support
- Product Version
- Description of Issue
- Name of screen and/or table, if applicable
- Screen shots or error messages, if applicable
Your request will be reviewed and therafter you will receive a BPT ticket number that will be used to manage your request through completion.
Lapsed Customer Service Plan:
BPT Support is not provided for any tool that is not covered under an active CSP. Once your CSPhas lapsed, you will only have access to the version of the BPT tool(s) that were covered at the time your plan expired and only if that version is currently supported. Until your CSP is reactivated, you will not have access to any later versions of the tool(s) that will include additional functionality or compatibility with later MAX ERP releases. If assistance is needed and your annual CSP has lapsed, Consulting Services will be required and may be billed at a 10% rate higher than BPT's current standard rate, depending on the nature and complexity of the issue.
Reactivate Customer Service Plan:
To reactivate a lapsed CSP, you must pay a 'lapsed plan fee' of 22% per year of the lapsed timeframe, plus the prorated cost for the current year. The lapsed plan fee will be based on the current list price of each tool at the time the CSP plan is reactivated.
Contact Balance Point Technologies, Inc.:
- Support and Services requests: support@bptechnologies.com
- General questions and inquiries: bptinfo@bptechnologies.com