Terms of Service

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 amount (see pricing) per user annually, and is mandatory in the first year (optional thereafter).
• Support includes one support incident per licensed user - additional incidents will be charged at the same cost as one year of support for one user. 
• If additional user licenses are purchased at a later date, they too must include the first year of support. A system must also be under an active support agreement to be able to add users.
• 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, or the installation of initial software or updates.
• 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 an info@hand On Premise Software License directly from 1CRM Corp. If you purchase an On Premise Software License or the Cloud-Hosted 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 by 1CRM Corp.

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 an additional amount (see pricing) per server for a one-time license fee, plus an annual fee for support. (mandatory in the first year, optional thereafter)

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 (see pricing).