We are in the process of restructuring and improving our technical support service. Before we make any final decisions, however, we want your opinions on some of the proposed changes. Our ultimate goal is to provide you, our client, with the best technical support service in the industry.
We began this process by doing a detailed analysis of the technical support plans offered by other accounting software companies (see attached addendum), and examining the "pros" and "cons" of each plan. Following is a summary of our current technical support plan and the other types of plans offered by other companies.
Our Current Plan
The current technical support plan we offer was designed to be as inexpensive as possible. Considering the fees that other accounting software companies charge for technical support (see attached addendum), I am sure you will agree that the current plan is very cost effective. Unfortunately, the current plan relies heavily on communicating by fax. This is a less personal approach, and a single problem may require several faxes, back and forth, before it is resolved. We understand how frustrating that can be.
Our current plan is also a "minute-based" plan, which is a type of plan rarely offered by other accounting software companies. Although a "minute-based" plan may seem like a fair approach, there are often problems, including disagreements on the number of minutes charged, notifying users when they have no minutes available, and users running out of minutes before a particular problem has been resolved.
Plans Offered by Other Accounting Software Companies
Nearly all technical support plans offered by other companies are "incident based" or "subscription based". In addition, several companies offer "maintenance plans" and "on call support". Each type of plan is described below.
Incident Based Plans
Calls are made to a technical support "coordinator" who verifies whether or not the user has any prepaid credit. If the user does not, the coordinator takes a credit card number and bills the user. The caller is then placed on hold and transferred to the next available technical support representative. The incident is given a "case" number, which can be referenced in the event the problem is not solved by the technician's instructions or the problem reoccurs. That way, if the user calls back regarding the same case number, he/she will not be billed again. Prices for this type of plan range from $57.50 to $195, no matter how much, or how little, time is spent to resolve the problem.
Advantages
• The user receives an immediate response.
• The plans are cost effective for major problems.
Disadvantages
• The plans are very expensive for minor problems or questions.
• There is little incentive for the software company to correct a problem in the program (since each call is profitable to the company).
Subscription Plans
Calls are made to a technical support "coordinator", who takes the message and forwards it to a technical support representative, who will call the user back. "Call back" times range from one hour to one day, depending on the specific plan the user has. The prices of these plans are usually a percentage of the purchase price of the software, and may vary from $2000 - $5000.
Advantages
• Users are allowed unlimited support on "basic functionality" of the program.
• A discounted price is offered on "immediate response" calls.
• The software company is inclined to improve the product, since there is no additional profit if users need more support
Disadvantages
• The plans are very expensive for users who rarely need support.
• Plans are more expensive for faster "call back" times.
Maintenance Plans
These plans allow users to search for technical support documents on the Internet, on the company's technical support website, and download program updates. A maintenance plan is usually included with a subscription plan (see above).
Advantages
• The cost of a maintenance plan is usually low.
• Users can obtain quick answers to common problems.
Disadvantages
• There is no help for unique problems (those not found on the website).
On Call Support or 900 Service Support
This type of support requires no prepayment. The user simply calls (usually a '900' number) and is charged from $3.95 to $4.95 a minute, usually with a ten (10) minute minimum charge. Some companies set a maximum of $125 per call, and the price per minute is often discounted for users who have a subscription plan.
Advantages
• This type of support is less expensive for users who rarely need assistance.
• The user receives an immediate response.
Disadvantages
• This type of support is expensive for users who need frequent support.
• No maintenance upgrades are included with this type of support.
Thank you for taking the time to read the various types of plans offered. I sincerely would like your opinion on these plans. Please e-mail your comments to info@2000accounting.com or send a fax to (310) 419-6000. Be sure to include the words SUPPORT PLANS in the subject of any eMail or at the top of your fax. Thank you in advance for your time.
Sincerely,
Daniel Rodman
Director of Support Services
