Masterpiece
Art Gallery Software Help, Training and Support
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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.html
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.html
- 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".
$195.00 Artist Version ~ Free Installation
assistance via email.
$495.00 Artist Studio Version ~ Free Installation
assistance via email.
$1900 Full Version ~ 90 Minutes of Free Telephone Support/Training
$2900 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 only the people that want training and
support should pay for
it. We also believe that the people that do not want
training or 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 answer quick emails. Please
use the online support form for all support and training
questions so that we can log the issue. If the matter
requires a phone call, we will call you as quickly as
possible.
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.
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