Balmori Software Inc.

Our Technical Support Policy Starts with Our Product Design Philosophy

Balmori Software Inc. is determined to bring you the best software at the best price. Our view is that the best software gives the user zero after-sales problems. We therefore design our products to be as maintenance-free as possible. It’s pretty obvious: The happiest customer is the one who does not need to be calling his supplier about problems all the time. We at Balmori feel you should be takin’ care of business, not takin’ care of computer problems, not takin’ care of network problems, not takin’ care of problems raised by unreliable or poorly designed software.

Our Technical Support Policy

Because of this philosophy, we don’t charge in advance for support. We don’t ask you to sign a technical support contract. We don’t demand you pay a retainer just so you have the privilege of calling our help desk. But be secure in the knowledge that we’re standing by in case you do get in trouble. (This also keeps the prices of our products low.)

If you ever do have occasion to require technical support, Balmori Software is happy to provide additional support by telephone or e-mail, to be charged on a pay-as-you-go basis. You will be billed based on our current hourly rates. If you require our technician, consultant, or trainor to visit your premises, we are happy for the opportunity to show our mettle. Call us for our current billing rates.

Please note that time charges will take into account the total time spent on your problem, not just the time spent with you on the phone or at your premises. Customers who neglect to pay for technical support will be required to update their payables before any further support is extended.

The Nature of Most Problems

Be at ease, because by using Balmori Software solutions, you are assured that you will rarely need technical support, if ever. The vast majority of our users have never needed technical support, not even once.

Our experience and our records show that of the few technical support calls that we do get, most are occasioned by data corruption traceable to three culprits: (a) computer viruses, (b) electrical power fluctuations, and (c) bad hardware components. Notice that none of them are Balmori-product-related. There’s much you can do to prevent these villains from corrupting your data (more on that in a while); but if you do get hit, we’re here for you.

Minimize downtime from data corruption by, respectively, (a) using anti-virus tools and observing anti-virus behavioral discipline and office procedures*; b) installing a UPS (uninterruptible power supply) appliance to minimize power spikes*; and (c) investing in reputable PC component brands**. If you have a good IT department, these three precautions are already being taken. And if you don’t have an IT department, or if your IT department has its hands full and can’t entertain you, well, that’s what we’re here for.

*Download our handout "Causes of data corruption (and how to protect yourself)" (Newsletter No. 0307.2a).

**Download our handout, "Minimum recommended PC specifications for running Balmori Software applications” (Newsletter No. 0312.1) to take the guesswork out of this aspect.

How to Report a Problem

As mentioned in “Our Technical Support Policy” just above, technical support is chargeable on a per-hour, pay-as-you-go basis.

Whether you get technical support by phone, e-mail or in person, you therefore want our interaction to be as quick and efficient as possible. To save time, fax the following information just before you call for support:

1) Your computer’s make and model, microprocessor, amount of RAM, & DOS/Windows or Linux version.

2) A print-screen of the error message, or a printout illustrating the perceived problem, with marginal notes. We suggest you have your computer running and in front of you when you call, so that you and our technical support people can walk through the program together to observe the problem.

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