Standards Of Service
Payment
OP Software use an online payment system and accept all major credit cards and UK debit cards as well as PayPal payments.
OP Software review all orders to protect both you and us from fraudulent transactions and may log the purchasers location and IP address. This means that with some products and services there can be a delay in processing your order (up to 72 hours) however during business hours expect activation within a few hours. Feel free to contact customer support for order status.
Please use our demo systems or contact our sales department with any questions you may have about product or service performance before you purchase.
Hours of Operation
The hours of operation are available on the about us page. Phone services are only available during business hours, while email support and enquiries are available both during and outside of our usual hours of business.
Phone Services
Our phone services are offered as a supplement to our email and online support systems. While we are happy to answer your call during business hours we may sometimes ask that you use the online support or email systems as support questions can often be answered more efficiently and faster as you are able to copy and paste technical error messages which a technician can often use to understand what the problem is.
Due to the real-time nature of phone calls a call assistant or technician may not always be available, and you may find it simpler to get a response using the online support and email systems or place a request that a technician contact yourself.
Email Responses
Our average response time is less than 2 hours during our normal business hours.
We do try to respond as quickly and efficiently to all email and support enquiries and you will usually have a response on the same business day. However under exceptional circumstances or outside of our normal hours of business it may take up to 72 hours to receive a response.
Upgrade Policy
The purchase of any OP Software product includes 30 days of installation support. Customers who purchase our Support & Upgrades service are eligible for a free major version upgrade if that release occurs within 12 months of their original purchase date. Remember, minor version releases (for example, from version 1.1 to version 1.2) are included for all Support & Upgrades customers. Customers are able to extend Support & Upgrades in 12 month blocks.
Forums
Our community forums are provided as a convenient place for customers to interact. It is important to note that forums are not part of our support offering and are only an added benefit and access maybe removed.
Official support from our technicians is not available through the community forums. If you have a current Support agreement with us then you should use the contact methods found in your online Client Account Area to contact a technician who can help with your support issue.
We may from time to time be forced to remove an account from access to, or delete posts from, our forums (OP Software reserves this right).
*This does not effect your statuary rights
OP Software reserves the right to add, delete, or modify any provision these ‘Standards of Service’ at any time without notice.
v.1.9 Last Update: November 2009