During the course of using ORDERS Plus within your business, a problem will arise in which your company will need to contact the ORDERS Plus CustomerCare Department.

We understand that all requests for support to our CustomerCare Department are very important.  Our CustomerCare Department works in a manner similar to a medical triage unit in which response times are based upon whether or not an error message is displayed and the severity of the problem.

If your company is not able to login to ORDERS Plus, our CustomerCare Department considers this to be a critical problem and it is treated as an emergency.  All other requests are normally responded to within 1-2 business hours.

Emergency Service is available for those customers who are not able to login from any workstation or fileserver computer.  Therefore, preventing access to ORDERS Plus and the company is down.  Implementing a new fileserver and/or recovering from a hard disk crash will require a local IT person and the technical document Restoring ORDERS Plus

These services are available for customers with a valid support contract in place and incidents on their account. Select the respective link to find out more information about our Training & Consulting or Installation & IT Services.

• Scheduling - Appointments must be scheduled in advance and are not available on-demand.  Appointments can be scheduled during business hours.  When requesting appointment times, we recommend you two time slots to eliminate any potential scheduling conflicts or request the next available.  Emergencies are treated with priority and scheduled for same day resolution.

• Internet Connection Required - With the exception of Consulting, all other professional services require a business class internet connection at both the fileserver computer and any respective workstation.  Our state of the art, Desktop Connectivity System will allow the technician to connect directly to your enterprise to provide training, advanced troubleshooting and resolve IT issues in a faster and more efficient manner.  This is an on-demand system is 100% controlled by the customer during the approved session only.  Checking/Confirming Compatibility of the respective computer can either be done prior to the appointment by Selecting Here.

• Billing - The block time you schedule will be billed against the number of incidents available on your account. Please be prepared to take full advantage of this allocated time since it will be the minimum charge against your account.

• Support and Professional Service Expiration Dates - All Support and Professional Services expiration dates are calculated from the date of purchase.  Unless otherwise noted, all services expire one year from date of purchase.

• Renewing Support - If renewing support and the customer is experiencing any current problems, a CustomerCare representative will respond the next business day if the support renewal order is received by 2:30 PM, EST.  Orders received after 2:30 PM EST, will not be processed until the next business day and therefore, a CustomerCare Representative will respond the following business day after that. 

• Latest Version and Service Pack Installed - When providing any Support or Professional Services, the latest version and/or service pack for ORDERS Plus must be installed.  If the customer is unable to install the latest version and/or service pack, the ORDERS Plus IT Services Department can provide assistance.  Select Here if your company does not have the latest version installed.  Select Here to install the latest Service Pack.

• Desktop Support Compatibility - Live Support, Installation, Training and IT Services require that internet access be available from any computer in which services are to be performed.  That computer must also have a pre-configured email address in which an email can be received directly at the computer.  Customer computers must also be compatible with our Desktop Support System.  Select Here to Check Compatibility.

• Version Updates & Version Upgrades - Version Updates to ORDERS Plus are defined as any maintenance release made to the version of the software purchased.  Typically, Version Updates, also known as a Service Pack, are available for download from our CustomerCare Web Site for free.  Version Upgrades related to a New Version of the Software that is not the Version that a customer may have purchased.  Version Upgrades are available to our Customers for a fee and are not free.

• Published Information and Documentation - ALL Information and Documentation published in the public domain is based upon the most current versions of the software. If your company does not have the latest versions of the software installed, some procedures and documentation may be incorrect. Select Here if your company does not have the latest version installed.  Select Here to install the latest Service Pack.

• ORDERS Plus Administrator - It is recommended that a single person within your organization should be designated ORDERS Plus Administrator.  The ORDERS Plus Administrator is responsible for understanding the day to day use of ORDERS Plus within your company.  They should also have a strong understanding company operations and how they apply to ORDERS Plus.  Your ORDERS Plus Administrator is the key liaison between your company and our CustomerCare Department.  Failure to do this can result in communication breakdowns, misunderstandings, sensitive and secure information being disclosed to low-level staff.  Not to mention, the inability to resolve a problem because your staff person does not possess the proper skills or high-level access rights.  If another staff member contacts the CustomerCare Department that has never contacted us, the designated Site Administrator will be carbon copied. 

• Support Availability - Support availability may occasionally deviate from stated hours due to downtime for systems and server maintenance, company events, observed U.S. holidays, and events beyond our control. Use of the toll-free support number is available to Customers within the United States. Customers in Canada and U.S. protectorates may also have access to the toll-free phone number, but toll-free availability is not guaranteed. Customers located outside the United States who cannot use the toll-free hotline must call the local published number for support. BSA is not responsible for long-distance telephone charges incurred in connection with support from a location outside the United States.

• Authorized Contact List - Typically, BSA will only provide support to the ORDERS Plus Administrator and Backup Administrator.  If a request for assistance is made from other contacts, replies will also Carbon Copy the ORDERS Plus Administrator.  However, if a request is made by a unknown person and complete contact information is not provided, all replies will be sent to the Administrator.  The Administrator is responsible to update our records with detailed contact information for other people in the organization. If you would like to add someone to your Authorized Contact List, please send a fax on company letterhead to 800.340.9239.  Complete Physical Address, Phone, and Email Address MUST Be provided.

• Data Recovery/Data Repair - During a power outage or severe network problem an ORDERS Plus Database can become corrupt.  The Database Verification Tool (Re-Indexing) should be run to resolve any problems.  If the Database Verification tool is not able to fix a corrupt database, a Database Repair tool is included with ORDERS Plus that when run, will attempt to repair the corrupt database.  If that tool cannot repair a corrupt database, the next step would be to restore from daily backups.  Please note, the ORDERS Plus Support Department cannot provide assistance using your backup software.  However, if your company has ORDERS Plus Version 2KXP Service Pack 3 or higher installed, the ORDERS Plus Support Department can restore your system back to the date on which the last successful Database Verification occurred.  If your company has ORDERS Plus 2KXP 10.2 or Lower installed and no reliable system backups, then our Data Repair Service can be purchased to attempt recovery of a corrupt database. Select Here for more information about our Data Repair Service. Please also note, that when installing any ORDERS Plus Upgrade or Service Pack, you MUST be able to complete Database Verification (Re-Indexing) without ANY Errors before installation of the Upgrade or Service Pack.

• Qualified IT Person - If the situation warrants, it may be necessary to hire a local IT person to resolve problems that prevent us from providing services purchased and/or resolve problems due to system incompatibility.

• Accounting Experience - Every good business knows the value of staffing a qualified professional to take care of the financial and accounting responsibilities within their company, therefore BSA cannot provide the same service received from a CPA or the accounting skills of a Controller/Bookkeeper.  A successful implementation within your company will require a staff member with this level of experience using computerized accounting systems.  Our Training Department will assure the setup of General Ledger, Accounts Payable, Accounts Receivable and Payroll (if purchased) is technically sound and provide complete configuration assistance to your CPA and/or Controller/Bookkeeper.

• Consulting Appointments - Due to new system requirements and/or other potential complexities when upgrading to the ORDERS Plus Gold platform, a Consulting Appointment is required before upgrading to the ORDERS Plus Gold platform. The objective of this appointment is to review the Customer's current installation and determine if any considerations need to be made, prior to installation.  Since ORDERS Plus Gold is dissimilar to prior versions, this appointment will develop an implementation plan that will assure a smooth installation and minimize the overall impact of upgrading.

• Multiple Clients - ORDERS Plus Support Contracts are not available to accountants, VARs, Professional Advisors or other parties using ORDERS Plus Technical Support on behalf of multiple clients.

• Maintenance Fixes - From time to time, a user may identify a specific programming problem with a function in ORDERS Plus.  Once the problem has been communicated to our CustomerCare Department and it has been confirmed, it will be corrected in the next maintenance or service release to ORDERS Plus.  The specific timeline as to when that release will be made available to the public is based solely at the discretion of BSA.  Once released, all users will be notified via email.  BSA will not provide engineering timelines and/or release schedules to end-users.  It is our policy to assess the problem and typically provide a resolution within 90 days.  A programming problem is specifically defined as a function that does not operate as stated in the operations guide, not based upon a user's interpretation or their own specific requirements.

• Support Limitations - Inquiries are limited to functionality, as described in ORDERS Plus Operations Guide. BSA will also assist Customers with basic connectivity issues for the purpose of using ORDERS Plus to access other third party products sold in conjunction with ORDERS Plus.  However, BSA shall not be responsible for connectivity issues caused by third-party services, service providers, hardware, or software.  Training, Consulting, Installation & IT Services are available for those customers that require additional assistance as it pertains to Service Pack Installation, System Upgrades, Disaster Recovery and any other software installation or operational issues.  Under no circumstance is support included with the purchase of add-on modules, network license upgrades and/or software upgrades.  No Support is provided to a customer without a valid support contract in place.  ORDERS Plus Enterprise Gold will be required when using BusinessWorks Gold Version 5.x and 6.x. ORDERS Plus Gold 2007 will be required for BusinessWorks Gold Version 7.x, ORDERS Plus Gold 2008 will be required for BusinessWorks Gold Version 8.x and so on. Based upon the version of ORDERS Plus installed, our support department can only provide support on posting to a version of BusinessWorks no greater than 2 versions behind the current version available. Example: Support would not be provided when using ORDERS Plus Gold 2007 with BusinessWorks Gold Version 4.x or lower.

• Working With Outside Consultants - To assure no communications are misinterpreted, certain restrictions do apply if working with an outside consulting company.  If an outside consultant needs to contact the ORDERS Plus CustomerCare Department, your designated ORDERS Plus Administrator MUST be present during that conversation.  This can be done if the consultant is at your site or via teleconferencing.  If your consultant's questions are sent electronically, our response will always be Carbon Copied to your ORDERS Plus Administrator.

• Submitting an Incident - Customers can submit questions electronically using the online submission form on the ORDERS Plus CustomerCare Service Center web site or via email to support@ordersplus.com Tracking for such response time begins after a Customer has contacted BSA during our published support hours. At BSA's sole discretion, depending on the complexity of the issue, a support representative will either send an electronic response or call the Customer back to provide support over the phone.  If the initial response does not solve your problem, please submit another question indicating the initial resolution did not solve the problem, along with any additional information and/or error messages relative to the incident.  A second response will be made with any other possible resolutions and/or to suggest an appointment be scheduled to further investigate and/or resolve the problem.

• Definition of an Incident - For purposes of these terms and conditions, an "incident" means (a) a single issue or problem that a Customer asks a support representative to analyze or resolve, (b) a product-usage question that involves a single topic on a drop-down menu or one ORDERS Plus report, or (c) a single question on a specific topic.

• Detailed Information Suggested - Detailed communication will be given priority. Include the exact text of any error message you receive. If your communications are specific, this will allow our Support Analysts to research your problem and provide the best solution to your problem. Simply indicating your name, company name, phone number and "Call Me...." will not be given any priority.  Both Calller Name, Phone Number and Email Address MUST Be Provided.

• Support Response Format - In most cases, specific procedures are required to provide a detailed resolution to a problem submitted to the CustomerCare Department.  Therefore, the response is made in writing and submitted via Fax or Email to the person who originally made the request.  If the Customer is unable to perform the specific procedure provided by the CustomerCare Department, the Customer may request Live Desktop Support in which the CustomerCare Representative will perform the actual procedure.  If the CustomerCare Department is forced to respond multiple times to the same incident with the same resolution, additional incident charges may also apply.

• Multiple Questions/Topics - If you have more than one question or topic to resolve, each problem must be submitted individually.  We recommend that you schedule an appointment so multiple issues can be resolved in one-hour increments.  Multiple Questions and/or Topics submitted in a single communication to our CustomerCare Department for resolution, will be treated as individual incidents.

• Incident Resolution Timeframe - Incidents will be considered closed after 3 business days of response from the ORDERS Plus CustomerCare Department to the person that made the initial request.  It is the responsibility of the Customer to implement the resolution provided within 3 business days of receipt.  Therefore, if the resolution provided to the Customer does not resolve the problem, the Customer must reply within 3 business days of receipt.  Failure of the Customer to notify the CustomerCare Department that a resolution did not resolve a problem within 3 business days of receipt of the original incident and subsequent response will result in a new incident and an additional incident charge.

A Fee-Based Data Conversion Service is available for new customers that purchase ORDERS Plus who do not have the experience or confidence to convert data from their old software for import into ORDERS Plus. 

• Setup Preparation - Prior to submitting your old data to us, all information maintained in the ORDERS Plus Setup module MUST be setup and defined. This includes GL and Sales account numbers, Payment Terms, Tax Codes and 3-Level Product Categories for Inventory. Under each Setup module section, select reports, then Table list to print out a listing of each table driven field.  This information must be included with the data files being sent to BSA prior to starting the Data Conversion Service. Our Data Conversion Specialists must know these details so the converted data reflects this setup information correctly. If the data conversion does not match this information, ORDERS Plus may not operate correctly and this can create costly problems down the road. 

• Data Preparation - You must be able to export your data from your current program. You MUST submit either a DBF (Preferred), ASCII Comma Delimited (File Spec Required) or XLS (Excel formatted as Text) file format. It is recommended the data be submitted as raw data. The data should not be manipulated into sectionalized or notated fields. Don't worry if your exported data does not contain all the required fields used with Orders Plus. We will fill these fields during the conversion process with default data based on your setup tables. 

• Conversion Process - When our Data Conversion Specialist has received your files, you will be notified of the date the conversion is scheduled to begin. We request the person responsible for preparing your data files be available in case we need to discuss any unique issues discovered during the conversion process. When the conversion process is complete, the files will be sent to your company on CD-ROM or via email. At that time they are ready for import into ORDERS Plus at your location. 

• Additional Fees - The initial charge for Data Conversion covers Customer, Vendor and Inventory Files Only. If you require additional files to be converted such as Serial Number Files or Multiple Ship to Files, please contact our Data Conversion Department to discuss the feasibility and cost. Please also be advised that if compiling information from several different sources, you are responsible to assure the data is consistent within each file. Any inconsistencies could result in additional fees.

• Support Cancellation - ORDERS Plus may limit or terminate support service to, or may elect not to renew support of, any customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability for future periods are subject to change at any time without notice. Coverage is non-transferable and is valid for the original customer only. Resale or transfer is strictly prohibited, and will be grounds for termination or non-renewal.

• Professional Services Appointment Cancellation - A minimum of 1 business day notice is required if it is necessary to cancel or reschedule a confirmed appointment.  Cancellations without 1 business day prior notice will be charged (1) incident cancellation fee.  All Cancellations MUST be documented and sent via email or fax.

• Internet Connection Requirements - In keeping up with standards set forth by industry leading software companies, BSA now requires a temporary internet connection at the server computer to install any software products and product updates to the ORDERS Plus product line. The internet connection is required during the installation period only since certain files are downloaded during the installation process. It will also provide advanced error checking and troubleshooting diagnostics to be relayed to our CustomerCare Department if any errors occur during installation.  The latest versions of ORDERS Plus also include a new diagnostics system that will analyze and relay critical configuration information to the ORDERS Plus CustomerCare Department that may be required for advanced troubleshooting. Again, an internet connection is only required during the diagnostics process which typically is 5-10 minutes. When diagnostics are complete, the internet connection is no longer required.  We have also added a new, state of the art, Desktop Connectivity System that allows our CustomerCare Department to provide enhanced troubleshooting, training and IT services directly to a customer as requested.  This new technology will allow our CustomerCare Department to connect directly to your enterprise to provide training, advanced troubleshooting and resolve IT issues in a faster and more efficient manner.  This is an on-demand system is 100% controlled by the customer during the approved session only. Using this system does not mean that BSA can make a connection to a customer's enterprise at will. It is completely safe and always requires approval from the customer.

• Multiple Locations/Companies - If either Multiple Locations or Companies are defined in ORDERS Plus, it is critical that you communicate this to the CustomerCare Department when requesting support.

• eCommerce Interface Engine - The ORDERS Plus eCommerce Interface Engine is a development tool used to allow order entry data acquired from another source to be imported into ORDERS Plus.  All Technical Information available for this toolkit is publish in the Operations Guide and requires the expertise of a person that is familiar with database programming to understand it.  Manipulating Data from one software system to another requires database programming experience.  Since our Support Department does not consist of database programmers, any suggestions or advise would not be in the best interest of the customer.  Additional Support is only available through our Custom Programming Department.  Select Here for information about our Custom Programming Services.

• Terminal Server/Citrix Server Configuration - Even though, we do support operations on these platforms, our support department cannot provide assistance with configuration and troubleshooting on these environments.  Please seek the assistance of a certified consultant for the respective platform.

• Custom Forms and Reports - If a customer has had modifications to printed forms or custom reports added to ORDERS Plus, it is the responsibility of the customer to have the knowledge and understanding to re-install those modifications after the installation of an upgrade or service pack.  Typically, Custom Forms are overwritten with Factory Defaults during the installation of an upgrade or service pack.  Generally speaking, Custom Reports are not effected, but may need to be added to the respective menus.  The ORDERS Plus Support Department cannot provide assistance or resolution to this problem.  If the Custom Forms and/or Reports were provided directly from BSA, an installation program is always provided.  After installation of an upgrade or service pack, simply re-install the Custom Form/Report Installation Program. There are no guarantees made that Custom Forms and/or Reports will work with newer versions of ORDERS Plus.  It may be necessary for the Customer to purchase additional custom modifications to work with the version of ORDERS Plus installed.  Re-Installation assistance is available by appointment only from our IT Services Department

• Prior Version Reports - If your company has chosen to install factory designed reports from an older version of ORDERS Plus, please be advised that we make no guarantee to the functionality and/or information output from those reports.  Furthermore, it is the responsibility of the customer to have the knowledge and understanding to re-install reports if necessary after the installation of an upgrade or service pack. The ORDERS Plus Support Department cannot provide assistance for anything related to reports designed for an older version of the software.  It may be necessary for the Customer to purchase additional custom modifications to work with the version of ORDERS Plus installed.  Re-Installation assistance is available by appointment only from our IT Services Department

• Direct Communication Outside Scheduled Appointment Times with ORDERS Plus Professional Service Staff - During the performance of IT, Training, Data Conversion and Custom Programming Services, it may be necessary for the ORDERS Plus staff member to communicate with the Customer which in turn, may provide the Customer with that staff member's direct contact information.  Direct contact attempts made outside scheduled appointment times will be ignored by the staff member and routed to the ORDERS Plus Support Department which will reply to the request if possible.  However, requests made outside the service range provided by the ORDERS Plus Support Department will be compiled and held until the next scheduled appointment between the Customer and the respective ORDERS Plus Staff Member.  Do not expect a response from an ORDERS Plus Professional Services Staff Member made outside a scheduled appointment.

• Credit Card Processing and Configuration Assistance - Due to the complexities and technical issues related to installation and configuration of actual credit card processing software, an experienced IT is person required. The ORDERS Plus Operations Guide provides complete details for installation, configuration and troubleshooting that would be required by an IT person to successfully install and configure the system. However, if the customer is unable to successfully install and configure the system themselves, the ORDERS Plus Support Department cannot provide this level of technical assistance.  The manufacturer of the credit card processing software is available for support.  Please visit their web site at http://www.gosoftware.com/support  The ORDERS Plus IT Services Department can also be hired to provide assistance. Select Here for more information about our IT Services Department. 

• Custom Labeling Assistance - The ORDERS Plus Custom Labeling module is a tool used to design custom labels.  Support for the use of the labeling software is available from ID Innovations, the manufacturer of the AnyLabel.  Please call their Technical Support Department at 817-285-8772.

• Import Assistance - Even though ORDERS Plus has Import functions for importing initial Customer, Vendor and Inventory Information for start-up purposes, the ORDERS Plus Support Department can only provide assistance using the function.  The CustomerCare Department cannot prepare the import files.  Import specifications are published in the Operations Guide and require the expertise of a person that is familiar with database programming and data conversion processes. Manipulating Data from one software system to another requires database programming experience. All Data Conversions require the data coming from the old system be manipulated prior to use in ORDERS Plus. This requires in-depth understanding of the old data and how it will be used in ORDERS Plus.  There is no way to troubleshoot a problem without this vital understanding and expertise. Since our Support Department does not consist of database programmers, any suggestions or advise would not be in the best interest of the customer. This is why we provide a fixed price service to accomplish this objective.  Select Here for information about our Data Conversion Service.

• Limitation of Liability and Damages - IN NO EVENT SHALL BSA BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. Without limiting the generality of the foregoing, BSA is not responsible for long-distance telephone charges incurred in connection with your use of our support.  BSA takes no responsibility for the Customer's actual implementation of ORDERS Plus. That is the responsibility of the Customer and their staff and not included with the purchase of the software. If the Customer needs additional assistance with Implementing ORDERS Plus, they can purchase training services as needed.

• Disclaimer of Warranties - SUPPORT SERVICES ARE PROVIDED "AS IS." BSA HEREBY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY AND NONINFRINGEMENT. Some states do not allow the exclusion of implied warranties, so the above exclusions may not apply to you. In that event, any implied warranties are limited in duration to sixty (60) days from the first date of service. However, some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.  Jurisdiction and Venue - Any legal action brought against Business Systems of America, Inc. shall be governed by the laws of the State of North Carolina without regard to its conflict of law principles. You agree that Mecklenburg County, North Carolina will be the sole jurisdiction and venue for any litigation arising from your purchase of our software products and/or services.

• Jurisdiction and Venue - Any legal action brought against Business Systems of America, Inc. shall be governed by the laws of the State of North Carolina without regard to its conflict of law principles. You agree that Mecklenburg County, North Carolina will be the sole jurisdiction and venue for any litigation arising from your purchase of our software products and/or services.

• All Product & Support Sales Final/No Refunds - The customer accepts full responsibility as to whether or not our software products are best suited for their specific business requirements. If the customer agrees to the software license and the product installed, the customer agrees they have reviewed the free evaluation kit and respective documentation of our software products and chose to purchase our products based upon their own evaluation of our software products and the customer's specific requirements. Under no circumstance can the product be returned for a credit or cash refund.

• Successful Use and Implementation - BSA is not responsible to insure the customer can successfully implement and/or use the software. This also includes if the customer purchased professional services from BSA. It is the customer's sole responsibility to: Evaluate Their Specific Needs, Determine if the Software Can Meet Those Needs By Use of the Evaluation Software and Implement the Software within their business. BSA Professional Services Group can be hired to provide assistance and guidance during the process. However, it is the responsibility of the customer to have qualified staff available and capable of interpreting the assistance provided from BSA.