Carpe Diem Electronic Time Sheet Maintenance FAQ's

How much does each maintenance plan cost?
The annual fee for each maintenance plan is based on a percentage of the current list license fee for your software products or a minimum fee, whichever is greater. Please speak with a sales representative for details.

Which maintenance plan is right for me?
New customers should choose either Premium or Standard Maintenance, as both of these plans provide free telephone technical support. Premium Maintenance gives you the highest level of service, with toll-free priority access to Customer Support, a guaranteed response time, and around the clock emergency assistance. While any customer can enjoy these benefits, this plan is especially well-suited for larger installations, organizations with multiple offices in different time zones, and "mission critical" applications. Standard Maintenance is good for less complex installations and smaller organizations.

Who can I call for technical support?
To help us give you better support, we ask that you limit your calls to Customer Support to a reasonable number of key technical contact persons in your organization. Anyone in your organization, including end users, is free to contact Customer Support by e-mail or on the World Wide Web.

How are upgrades and maintenance releases distributed?
Minor maintenance releases are distributed as patch files, which are posted on our World Wide Web site. These releases are not mailed. Upgrades, which contain new enhanced features, are distributed either as a patch files or on a new program media, and are either mailed or posted on our Web site as described above, depending on the file size. For downloadable upgrades, all customers on a maintenance plan are notified by mail or e-mail and are given a password for extracting the upgrade file.

Can I change to a different maintenance plan if I wish?
You can upgrade to a higher level maintenance plan at any time during your maintenance year by paying the difference in the maintenance fee, prorated for the remainder of your maintenance year. You can step down to a lower level maintenance plan on your next maintenance renewal date. Maintenance fees are not refundable.

How will my maintenance plan be renewed?
About 30-45 days before your maintenance term ends, we will send you a renewal invoice for the following year and for the plan to which you currently subscribe. You can change maintenance plans effective on your renewal date by requesting the change from our Customer Support or Accounting departments and paying the applicable fee.

What if I acquire additional software licenses or new products?
If during a maintenance year you acquire more licenses of Carpe Diem Electronic Time Sheet, or you license a new product (such as TimeReporter for Carpe Diem), we will prorate the maintenance fee applicable to the additional licenses or products for the remainder of your existing maintenance year. Your next renewal invoice will then be for the new total maintenance fee for the next full maintenance year. You must subscribe to the same maintenance plan for all Carpe Diem products you have licensed.

Will support be provided on Crystal Reports if I purchase Crystal Reports from another vendor?
Support is not provided for products purchased through other vendors. For Carpe Diem Electronic Time Sheet, the online help provides basic information on using Crystal Reports, field lists for the dictionary files available, and Database Table information.

Will Technical Support write reports for customers?
We have Certified Consultants and Dealers who can go on site and review your needs and write reports for you. These Certified Consultants and Dealers charge their own rates; you would need to review their pricing structure.

To speak with a Representative, please call 800.477.6763.