Master Piece Solutions

Support Fees

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Office Hours for Training and Support:

Regular Office hours are Monday through Friday from 9:00 AM to 5:00 PM Mountain Time.

We understand that your Art Gallery or your business are possibly open evenings and weekends so we also provide a means for after hours contact via the Online Email Support form. There is also an Emergency Contact form if you have a really urgent problem.

When you do call, we try really hard to have a real person answer the phone whenever possible. If you do reach an answering machine, it is important that you leave us a message. We check for messages often and the chances are good that someone will return your call within a short time.

Phone Support: (303) 225-0330

The Online Email Support form is available 24/7.

Masterpiece Art Gallery Software Help and Tutorials:

The help documentation within the Masterpiece Software can be found in the help files under Help > Masterpiece Help. There is a Basic and an Advanced Tutorial along with additional details, documentation, and assistance in getting to know how to use Masterpiece.

There is also Online Masterpiece Help which is frequently updated: http://www.masterpiecemanager.com/support_downloads.php

You will also need to periodically update your Masterpiece Software Help as it is frequently updated:

  • To update your Masterpiece Software's Help go to: http://www.masterpiecemanager.com/support_downloads.php
  • Enter your Company ID which can be found by going to Masterpiece, clicking Help, and About Masterpiece.
  • Enter a valid email address. Click Submit.
  • Click the link for "Help File Update" to get the most updates Masterpiece Help.
  • You may choose to run or save any of these files to download.
  • Accept all the defaults in the installation wizard.

Masterpiece Art Gallery Software Training and Support Charges:

Your initial purchase comes with the following free installation assistance:

Artist Version ~ Install on 1 Computer
Gallery Version ~ Install on 2 Computers
Enterprise Version ~ Install on 3 Computers

Installation assistance means that we will assist you in installing the software so that it starts up and opens the sample data. "Installation" does not include adding your data or troubleshooting your network. However, in addition to the installation support, you may be entitled to some free training or "hand holding".

$95.00 Artist Version ~ Free Installation assistance via email.
$1800 Full Version ~ 90 Minutes of Free Telephone Support/Training
$2800 Enterprise Version ~120 Minutes of Free Telephone Support/Training

The above initial training minutes are intended to help you get up and running quickly. We will be happy to offer advice on setting up taxes, managing categories, customizing reports, or anything else you would like to go over. The training minutes generally expire 30 days from the original purchase date. However, if you are too busy to schedule training during that time, please contact us and we will be happy to see if we can extend the time for you.

Support for software purchased at a promotional rate may be pro-rated according to the price.

Once the free support minutes have been used or expire, you have several options.

We believe that the people that use support should pay for support. We also believe that the people that do not use support should not have to subsidize those that do.

For this reason, WE DO NOT HAVE A MANDATORY ANNUAL SUPPORT FEE.

We DO normally charge for Phone, and VNC (Remote Access) support and training. Email Support is normally free, especially when it comes to us via the online support form. However, we do generally bill for email support for issues that are beyond our control - for example, data loss (and no backup), networking issues, configuration issues, etc.

We DO NOT charge your support block or credit card before you get to ask your question. In fact, we generally do not charge for short calls or quick questions (2-3 minutes) or to quick answer emails.

There are three OPTIONAL support/training packages available which reduce the per-minute rate and do not have a minimum or expiration date. We encourage Technical Support Bulk Blocks as it lowers your per minute rate.

--- Technical Support Bulk Blocks ---
Option 1 includes 90 minutes for $180 ($2.00/min).
Option 2 includes 200 minutes for $360 ($1.80/min).
Option 3 includes 300 minutes for $500 ($1.66/min).

Please Note: If you do not have a support block in place or do not wish to purchase one at the time of support, you will need to have a credit card available to be put on file, because we will ask for payment at the time of support.

The standard per call support fee is $3.00/minute with a $35 minimum.
(Equivalent of 60 min for $180).

*** All Prices are subject to change without notice. ***

Masterpiece Art Gallery Software Backups and Off-Site Backup:

We strongly recommend regular backups. If your computer stops or crashes at a bad time, you could lose data. This is true with all software. Masterpiece includes a built-in backup system and prompts you to do a backup every day. But ultimately, it is up to you to perform the backups on a regular basis. If you have "lost your data" we will be happy to help you try to find it. Chances are good that it's still out there on your hard disk somewhere. This type of problem is almost always related to a networking problem, or a power failure, and not the Masterpiece Software itself.

Your database is one of your most critical assets. You should backup before and after any significant amount of data entry and/or use. For most people, this means backing up everyday. Businesses that do a lot of data entry should consider backing up their database after each major data entry session. If you modify a report you should also backup your reports.

In addition to backing up your data you should store a copy of your backups off-site to insure against a site-specific disaster such as a fire, break-in, flood, accidental changes to data or reports, or the computer you are storing them on suddenly stops working. Our Remote Data Backup service is very cost effective at $5.00 per month. It is a secure and reliable way to backup your business critical Masterpiece data files offsite. You can eliminate costly data loss with our easy-to-use off-site data backup service.

Note: If you do not have a recent backup, we charge Double the standard support fee, whether we are successful in restoring your data or not.