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EBMS Support Subscriptions

Let our skilled staff partner with you to make your business successful as you use today’s technology.

In this article: 

Plan Features | What's Included for Support - Examples | Notes and Disclaimers | Contact Information | Related Information

Annual Subscription Plan Features

All plans include: 

  • EBMS Software Upgrades
  • Report Updates
  • 3rd Party Interface Updates
  • Continuous Enhancements
  • EBMS Warranty/Software Assurance
  • Online Training Materials
  • Phone and Email Support
  • Discounted Training and Consulting Rates

EBMS Plus Managed Service

Includes everything in the Standard Plan, as well as these optional add-ons:

  • Preventative Maintenance
    Utilities are sent to our Support team for monitoring, and they will address any errors that they see
  • Managed EBMS Updates and Patches
    We will install these on your server; you still handle updating each workstation
  • Managed Version Upgrades
    We will install these on your server; you still handle updating each workstation
  • Managed Payroll Tax Updates - once per year

For annual subscription plan rates, please contact your account manager. Prices are dependent upon the number of users and modules included. All Subscription plans are a 12-month agreement and are reviewed and adjusted annually. 

What's Included - Examples

Examples of what's covered: 

  • Answer to questions that interrupt your normal workflow.
  • You're trying to price something and it's not working how you anticipated.
  • You're not sure how to accomplish a certain task or procedure (basic instructions, but not full training).
  • You received an error and need to know what caused it.
    If we can reproduce it and determine it is a bug, it will be covered under warranty. Please provide us with steps to reproduce, details, screenshots, etc. 
  • Help finding a standard report to give you the information you need.
  • Questions about EBMS functionality (Basic - how it works).
    If you want to understand how to maximize EBMS for your business and make better use of the modules you have, please contact your Account Manager to schedule a complimentary discovery call to dig deeper.
  • How to change a Customer ID or update bank information.
  • How to show or hide columns or other standard configurations.

Examples of what's not covered and will be billable

  • Implementation of or consulting for a new process or method.
    i.e. you want to set up optional components on your items and you need some assistance and best practices and/or optional ways of doing it.
  • Implementation of a newly purchased EBMS software module. 
  • Implementation or setup of newly purchased equipment/hardware. 
  • Training for a new employee.
  • Bookkeeping questions and bookkeeping services.
    These should be addressed by your accountant.
  • Custom work on reports or special programming.
  • Mapping Vendor Catalogs/Price files.
  • Any extensive work we may have to do on third-party software or hardware, like printers.
  • Data fixes that are required or requested due to user error. 
  • Restoring deleted records.
  • Fixing utility errors caused by hardware issues or power failure, etc.
  • Errors, crashes, disconnects resulting from something outside of our control like a power outage or network hardware component failure, etc. 
  • Installing EBMS Updates/Upgrades unless you are on our Plus Managed Services plan.

Notes and Disclaimers

Standard EBMS Support hours

Standard support hours are 8:00am to 5:00pm EST, Monday through Friday, except for holidays.

  • The business day preceding holidays may be shortened.
  • All Saturday and Sunday calls are considered after-hours.


After hours Emergency support is available 

  • This is billable at our after-hours rate, with a 1-hr minimum.
  • Charges may be waived, if this emergency is due to an issue with our software.

Custom Maintenance Fees

Customizations and custom reports are not included with your subscription plan and are subject to an annual Custom Maintenance Fee. This fee is minimal and scales based on quantity and complexity. We stand behind our customizations and guarantee that they will work as designed within the EBMS version they were created for. We strive to make your customizations compatible with future versions as well, however, cannot guarantee it. If a newer version of EBMS includes feature changes which cause a customization to no longer be compatible, there may be a small cost to make this customization work with the new version. A major revision of EBMS may not be compatible. Reach out to your Account Manager if you have any questions.

 

Discontinuing Support & Upgrade Subscription

At the time a client discontinues the support and upgrade subscription, the user forfeits the right to 

If you would like to cancel your subscription plan and discontinue usage of EBMS, please contact your Account Manager for assistance.  When a client discontinues their subscription, the user forfeits the right to access updated forms, tax tables, reports, software updates, and other support and update options, at the time of discontinuation. Replacement installation versions and all other support services are fully billable.  If you return within six months of ending your subscription, you will need to catch up on your subscription.  If more than six months have passed since discontinuing, onboarding will be handled as per a new client and at the current SaaS rate.

Upon cancellation, legacy subscription clients will continue to have access to their software, but without support services, software assurance, warranty, or updates/upgrades. SaaS subscription clients will have one read only user access upon cancellation and no more support services, software assurance, warranty or updates/upgrades.

Disclaimer: 

Under the agreement of the EBMS support and upgrade subscription plan, Koble Systems (Koble) cannot be responsible for the time spent correcting hardware and software failures or conflicts with other software, hardware drivers, or printer drivers. In no event shall Koble be liable for costs of procurement of substitute products, loss of profits, data, or use of the software product, or special, incidental, or consequential damages or other similar claims, however caused, and on any theory of liability, even if Koble has been specifically advised of the possibility of such damages. In no event will Koble be liable for any damages to you or any other person that exceeds the lower of the suggested list price or the actual purchase price paid for the software product, regardless of the form of the claim. These limitations shall apply notwithstanding any failure of essential purpose of any limited remedy. All third-party suppliers to Koble of any portion of the software product have no warranty and shall have no liability to you.

Practical Details and Contact Information:

Koble Support Contact information

Support: MyTickets@koblesystems.com
Account Management: accountmanagement@koblesystems.com
Accounts Receivable: AR@koblesystems.com

Whitelist the KobleSystems.com Domain.

Please have your IT team whitelist any emails coming from @koblesystems.com to ensure you receive communications from your Account Manager, Support, and our Finance department.

Additionally, make sure you are signed up to receive the information that is most important for you in your role by updating your information here: Emails & Updates

Remit To Information

Please update any references of "Eagle Business Software" or "Esh Computer Center" to "Koble Systems".

For Remit To Name/Address:
Koble Systems
350 New Holland Ave, Lancaster Pa 17602

Website

You can access your customer account, find documentation, order business forms, and submit support tickets on our website at www.koblesystems.com

Related Information