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 - Examples | Notes and Disclaimers | Related Information

Plan Features

Standard Plan

Includes:

EBMS Software Upgrades
Report Updates
3rd Party Interface Updates
Continuous Enhancements
EBMS Warranty
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
Managed EBMS Updates and Patches
Managed Version Upgrades
Managed Payroll Tax Updates

For subscription plan rates, please contact your account manager. Prices scale dependent upon the number of users and modules installed. All Subscription plans are reviewed and adjusted annually.

What's Included - Examples

Examples of what's covered

Answers 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)
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
Help finding a standard report to give you the information you need
Questions about EBMS functionality (how it works)
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

Implementation of or consulting on 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
*Some modules are sold with implementation included (see your order)
Implementation/setup of newly purchased equipment/hardware
*Some equipment is sold with implementation/setup included (see your order)
Training of a new employee
Bookkeeping questions
*These should be addressed by your accountant
Custom work on reports or special programming
Any work we do on third-party software or hardware
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.
EBMS Updates/Upgrades unless you are on our Plus Managed Services plan

Notes and Disclaimers

Standard EBMS Support hours

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 support is available at $300/hr, with a 1hr minimum.

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. Speak 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 access updated forms, tax tables, reports, software updates, and other support and update options. Replacement installation discs 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.

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 exceed 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 make no warranty and shall have no liability to you.