Terms of Support

Overview

Thank you for using our Financials365.co.uk support services. This service is provided by Tres Tria Limited. As a pre-paid service, you must purchase support minutes before you are able to request assistance.

To provide support, we must have an active phone call. Once your call is connected to one of our team, a timer is started, and at the end of the call the time will be deducted from your account. If the call is lost, we will stop working on your issue. If your remaining minutes are not enough to fully assist you, the call will automatically terminate, so it is in your interests to ensure that you top up first if your remaining minutes are low.

All purchases of time are allocated to your support call on a first in, first out basis.

Our policy is to use screen sharing software, so please ensure you have downloaded and connected to the screen sharing queue prior to calling for assistance. Please review our Get Support page for information on how to share your screen.

Business Hours

Our normal business hours are 9:00am to 5:30pm GMT Monday to Friday, excluding all UK Bank Holidays. If you request support outside of these normal business hours and we are able to accommodate your request there will be a 30% up-lift on your minutes used. To request out-of-hours support, please send an email to outofhours@financials365.co.uk, stating your Customer No., the last two digits of your PIN Code, and your preferred UK time slot for assistance. We would also like the number that you will be calling from.

Support Escalation

When a support ticket is opened it starts at the Standard Support level. If it needs to be escalated to Software Engineering for Support you will be informed of this and will be required to give us approval via email to escalate@financials365.co.uk to proceed with the escalation due to increased rates (see below).

Our services are purchased as “support minutes”. All work related to the ticket including responses are billed in 5-minute increments. For support service, we charge you for the time taken including reviewing your request, sending out responses and asking for more information on a ticket or reviewing your setup and system.

Support Minute Rates

Standard Support

1 minute of support equals 1 Support Minute. For each 60 minutes spent you will use 60 minute credits.

• Help troubleshooting basic issues
• Assisting with the setup process
• Providing ad-hoc training

Engineering Level Support

1 minute of support equals 1.5 Support Minutes. For each 60 minutes spent you will use 90 minute credits.

• Any type of custom development in general, including custom GUI or extension development
• Escalation to Engineering Level for troubleshooting of issues
• Network troubleshooting (limited support only — we are not network engineers and can only provide limited support on items related to network issues)

Expiry of Unused Minutes

Any unused minutes remain in your account for you to use at a later date until they expire. The 10 hour packs are valid for 6 months, the 5 hour packs are valid for 3 months. 2 hour packs and the 30 minute Taster pack must be used within 1 month.

All purchases for Support are non-refundable regardless of how many minutes have been used and will expire as outlined above.

SLA and Response Times

We use all reasonable efforts to respond to support enquiries, under normal business conditions, within 5 business days, but no guarantee is made to this. For customers who need guaranteed SLA response times or after-hours support please consider purchasing a Support Contract, details of which can be found on our website.