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Electronic Newsroom, EAS Alerts & Wire Service Capture |
Are Catastrophic Events Covered?
What happens if you let your service contract expire?
WireReady does not penalize customers who skip a year or two and decide to renew a plan either for receiving help or to get our latest and greatest version. If the need for help is fairly routine and doesn't require a complete reinstallation of the product because you've lost your hardware, drives or something on that magnitude, there is no extra charge other than the basic renewal. We'll help you immediately and you'll have coverage for a full 12 months as well as access to our latest and best versions.
There are a couple things to keep in mind if you let coverage lapse and you suddenly need support in a hurry:
If you do not have support coverage in effect for night time, weekend or holiday help, and you suddenly need it - you will have to purchase or upgrade to at least a Gold plan. If you can wait until the next business day, you can call then and renew a Silver plan, which is significantly less. If your support has lapsed and you want to renew, we can only help you after we receive payment, so credit cards are gladly accepted (VISA/MC/AMEX/DISC). If you do not have coverage and need immediate help day or night, please have your credit card ready. There are no exceptions to this rule. We cannot provide service in advance of payment.
Service contracts include help for any reason, including lightening strikes, blown hard-drives, even if you lose your system and have to install from scratch. We always encourage our customers to backup critical files, which makes our job easier. For technical problems we suspect have nothing to do with our software, but those problems are hampering the functionality of our software, we will help. For example, we will help pin-point and or help prove what may be defective in terms of hardware that requires replacement, and/or we will help provide assistance with basic Windows operating system issues.
However, for non-WireReady software problems, once we pin-point the source of trouble and recommend a course of action, it then becomes the responsibility of the station to have that work performed. If WireReady provided the hardware, then we will provide such services by shipping replacement parts and providing phone support for station personnel to affect those changes. But if the problem lies with customer supplied equipment, we will reach a point where we expect the customer to perform the work and then call us back. At that point, we will help adjust the software to work with any new hardware or changes made to the computer.
Restoral Fees
However if you do not have a service contract, and you have one of these catastrophic events, you cannot just renew a support plan after the problem to be restored. In addition to the service contract renewal, we will charge a restoral fee when substantial work appears to be required in addition to the basic renewal. Restoral fees are much higher for night and weekend work than M-F regular hours. For this reason, our service contracts are a very good value. For one fixed fee, your station has a life line via our 800 number to get assistance on the phone to help you deal with ANY problem that impedes your ability to use our product. Complete re-installations of the software often add a minimum charge of $250, automation systems start at $500.
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