Support & Updates Subscription:

Support for the On Premise licensing option includes a free subscription to all point and full updates for info@hand while under support. Support is provided via email (to support@infoathand.com) & fax (to 604-960-1829) 24/7, plus Self-Service Portal support for Bug and Case submission, and access to the customer forums and FAQs.

• The cost for support is an additional 57.00 Euros (approx. $72.00 US at present) per user annually, and is mandatory in the first year.
• Support includes one support incident per licensed user - additional incidents will be charged at 57.00 Euros each. 
• Fixes for identified issues will be developed at our discretion and distributed via periodic patch releases.
• There must be a single designated support contact through whom all support issues are communicated.
• Support covers end-user issues (not developer/customization questions) of the software in the standard form in which it is distributed, running on the recommended server operating systems, accessed via supported browsers and mobile devices. It does not cover end-user training or explanation of system features covered in the documentation.
• If a client allows their support and updates subscription to expire, and then would like to renew their subscription at a later date, their renewal will be effective from the date their subscription expired (to a maximum of 12 months in arrears), to 12 months after the end of the month at the time of renewal.
• If a client wishes to renew support, but for a lesser number of users than they have currently licensed, they may do so only by renouncing those user licenses in excess of the number for which support is purchased.

Also note that the above pricing and policies apply only when you purchase info@hand On Premise directly from The Long Reach Corporation. If you purchase On Premise software or On Demand service via one of our partners, the support levels, pricing and policies of that organization will apply. Also note that if you purchase via one of our partners, your support is provided via that partner, and not from The Long Reach Corporation.

info@hand Finance License & Support:

Sold separately, the optional info@hand Finance for QuickBooks module links an info@hand installation to the QuickBooks Accounting system. For On Premise deployment, pricing is 750.00 Euros (approx. $950.00 US at present) per server one-time license fee, plus 200.00 Euros (approx. $250.00 US at present) per annum for support.

info@hand Self-Service Portal & eStore Support:

Although the software and license for the info@hand Self-Service Portal & eStore are included free with every info@hand On Premise license, not all clients need to use this aspect of the system, and so support for it is priced separately. For On Premise deployment, the support fee is 375.00 Euros (approx. $475.00 US at present) per server per annum.