Technical Support Program (TSP) Information

What else should I know?

What should I think about when considering the Technical Support Program?

• As your organization makes frequent changes to how employees are paid, the TSP will be behind you every step of the way.

• TSP customers have access to customer websites that include forums, technical documentation, and a Frequently Asked Questions section.

• The Technical Support Program provides for upgrade protection.  Without this protection, technology will quickly pass you by and you may find yourself needing to make some very difficult decisions regarding your system.

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How long am I covered once I enroll?

• Warranty period:  Your warranty coverage extends 150 days from the date of shipment at which time your TSP contract becomes active
• Term:  TSP contracts are valid for 1 year from the date of the contract.
• Renewal:  New contracts are sent automatically 60 days prior to your current contract expiration date.  The renewal contract will include any changes there have been in your hardware or software setup.

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What is "remote diagnostics"?

Also known as remote communications or remote support, this method is most commonly used by our specialists to provide support to our customers.  We connect to your system via remote communications applications, such as Carbon Copy or PCAnywhere, and troubleshoot your system.  You are free to watch our specialists as they analyze your problems if you choose.  And of course, we will notify you before we make any significant changes to your system.

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If I don't have a phone line, will I still get service?

If you don’t have a phone line or IP address for remote access, we will still provide support.  Not having that access will affect our ability to provide the quality of service we desire, and our customers expect.  For this reason, we STRONGLY encourage you to provide the remote accessibility.

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