S2 Incorporated Support Pledge

S2 Incorporated established its quality reputation on a solid program of support for each client. We recognize our customers have options when seeking a support of their business solutions. Proper client care and support throughout the sales process and especially doing the post sale phase is essential in establishing and maintaining long-term business relationships. We pride ourselves on the commitment provided our valued customers; we strive everyday to exceed our clients perceived expectations.

S2 Incorporated leverages both traditional and the latest development in client support. We provide both the latest tools using web based solutions along with the traditional telephone approach, Blending these tools together yields superior resolution results and a higher customer satisfaction rating. Our support services include: product setup, integration, data import/export, custom reports, data file restructures, error resolution, consultation, onsite, remote web-based or local classroom training. 

Because S2 Incorporated client philosophy stresses that proper client support today directly impacts our business success tomorrow we tend to the details that makes a company like yours want to do business with us. Our goal is not to meet your client expectations but to exceed them. It is the way I conduct my business, you have my word on it.               

Sincerely, Joseph V. Pechiney CEO

S2 Incorporated & Sage Software Support Options

Technical Support Line: 703-881-1580 / Email: support@s2inc.com 

New S2 Installations include a 30-day complete client Support Plan: S2 Incorporated offers thirty (30) days of free unlimited telephone and Internet access to all its new clients.  This 30-day period starts after the installation is completed by S2 consultants and is included in the purchase price of the software module (s).  Access is available during regular support hours and is not limited to software errors.  During this training period, the client and S2 Incorporated will establish a primary contact with the client who will be considered trained after the thirty (30) day period.  Any inquiries from the client must come through this primary contact or they will be billed at our regular consulting rate.  Additional contacts may be added to the authorized list as more employees become trained on the system.  

All inquires after the initial thirty (30) day period become billable at the regular rate.  After thirty (30) days, any questions not related to hard software errors or bugs will be considered additional training and be addressed at the regular hourly rate of $150.00/ hr and billed immediately in increments of no less than one half (1/2) hour.  Late payment may result in an interrupted offering of S2 services.  It is up to the client to utilize the free period to its fullest advantage.

S2 Incorporated Subscription List Plan: The SLP (Subscription List Plan) Covers Software Updates and Bug Fixes.  This plan goes into effect upon purchase of the software and is valid for 1 year from that date.  The Subscription List Plan covers bug fixes and updates – these include hard errors, bugs such as a screen not showing up, or any software glitches that may occur during normal use of the software. 

After the first year, the client has the option to renew the SLP on an Annual Basis.  S2 Incorporated recommends renewing this subscription annually so that the client meets all the software requirements and is current on all patches, updates and releases that might become available during subsequent years.

For Example: If purchase is made on 10-01-05 then the expiration date for the SLP is 09-30-06.  S2 Incorporated will request that the client renew their subscription thirty (30) days prior to the expiration date.  At this point, the client will have the option to either renew or cancel.  Late payment will result in an interrupted offering of S2 services.

Cancellation of Subscription List Plan: After the expiration of the Subscription List Plan, S2 Incorporated will not be liable for any software updates or bug fixes.  Because of this, subscription renewal is highly recommended.  If the client decides to continue the SLP after cancellation, the renewal will become effective upon receipt of payment.  Additionally, he may have to renew at a higher rate than initially billed if the list price of the SLP has changed and any bug or error inquiries that occur during the lapse period will be billed at the regular consulting rate.

For Example: The expiration date for the SLP is 09-30-06 and the client is unable to renew at that time.  If the client then decides to renew on 10-15-06, S2 Incorporated will not be liable for any issues that may have occurred between these dates. At the same time, the price of the Subscription List Plan renewal may increase and a new rate may be given.  After receipt of payment by S2 Incorporated, the renewal will begin.

Additional Support Options: S2 Incorporated provides product support through Sage Software resellers as well as directly to its clients.  Support is given and billed as incurred unless otherwise agreed.  Support is only offered to S2 clients who are currently on the S2 Subscription List for the most current version.  Older versions are not supported.  S2 recommends that all of its clients have the most current version and updates which are available with the SLP.  If the client does not renew the annual subscription, then the most current update/version will not be available to them and the version they have will not be supported.  Please contact our office for more information on this.  Support for Sage MAS 90, Sage MAS 200, and S2 Enhancements is available for all version >= V3.71.

3^rd Party Add On’s: Errors generated by 3^rd party add ons are not covered and assistance will be billable at our regular hourly rate in increments of no less than one half (1/2) hour.  Kindly contact our office if you have any 3^rd party add ons. 

What to do when you get an Error or a Bug

For a hard error, kindly email the error attached as a screen shot to support@s2inc.com.  Where the program displays an error dialog, please report:

  It is possible that S2 Incorporated’s consultants might be unable to duplicate a problem.  This could be because of data corruption or because we have not exactly duplicated a particular operating environment. Under such circumstances, we can only continue to try to fix the problem if we can either access the system with Web Interactive or by some other means.

Customer Support hours of operation and program guidelines: