Our Mission Statement
"To inspire & support our client's ongoing success through quality software solutions."
Have questions about our support plans?
Keystroke VIP Support Plans
The Keystroke VIP Club is an annual membership that was inspired by new Act! customers needing some initial "kick start" help with their deployment or upgrade, but hesitant to engage a consultant for fear of the cost.
The problems we witnessed, though, was that these same people often deployed the Act! program poorly, or in a limiting manner, and ended up wasting more time & money than they hoped to save.
We saw this problem as both avoidable and easy to fix, so we came up with the Keystroke VIP Club to help. See details below.
VIP Support Plans & Prices
VIP Club
- 2-4 Hours of phone or email help with troubleshooting error messages occurring with installation, upgrades, application configuration, basic usability and basic functionality.
- Includes Level 2 consulting for database customizations, smaller projects, and setup or service of select 3rd party add-ons.
VIP Club
Membership conditions are as follows:
- Must opt-in to Keystroke email distribution.
- Membership must be paid before it can be redeemed.
- One membership per customer, per year. VIP Diamond can be combined with VIP Club support packages.
- Membership's have no cash value and are not transferrable.
- Keystroke VIP Club benefits cannot be applied retroactively.
- Keystroke VIP Memberships must be renewed within 15-days of annual expiry date to be eligible for on-time renewal benefits.
- Service time is calculated in 15-minute increments
- VIP time remaining at the end of the one year contact will be lost unless the VIP is renewed on time in which case the remaining time is carried forward.
VIP Diamond
- 4-8 hours of Level 3 troubleshooting, software development, scripting/programming, remote training, and business consulting.
- Also includes Level 3 consulting for larger projects, database repair, project scoping, and configuration & customization of select 3rd party add-ons.
VIP Diamond
Membership conditions are as follows:
- Must opt-in to Keystroke email distribution.
- Membership must be paid before it can be redeemed.
- One membership per customer, per year. VIP Diamond can be combined with VIP Club support packages.
- Membership's have no cash value and are not transferrable.
- Keystroke VIP Club benefits cannot be applied retroactively.
- Keystroke VIP Memberships must be renewed within 15-days of annual expiry date to be eligible for on-time renewal benefits.
- Service time is calculated in 15-minute increments
- VIP time remaining at the end of the one year contact will be lost unless the VIP is renewed on time in which case the remaining time is carried forward.
By renewing on, or before the renewal date, customers can now receive the following benefits:
- NEW! A 10% discount by entering coupon code "ontime" at checkout for VIP renewal (without quotes)
- NEW! Any unused time from the previous year's VIP contract will be carried over to the new year
Please note that the coupon code is only valid for this year, and only eligible orders will be processed. If a renewal order is submitted after the renewal date, the order will not be processed. Such purchases would be considered a new "VIP" Contract at the prices listed below, with no carry-over hours. A breakdown of our VIP plans and their prices is shown below.
Support Plan Comparison Chart
Support Features | VIP | VIP+ | VIP Diamond | VIP Diamond+ | Orange Care | Orange Care+ | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Support Time | 2hrs/year | 4hrs/year | 4hrs/year | 8hrs/year | 30m/day/ user | 30m/day/ user | ||||||
VIP support plans have a fixed time limit per year, with a purchase limit of one per year. Regular VIP and Diamond VIP are NOT mutually exclusive as you can buy one of each in a single year since they involve different levels of service. OrangeCare limits are fixed at 30-minutes per day multiplied by the number of subscribers. Usage beyond the daily limit would either be billable or deducted from an existing VIP | ||||||||||||
Web chat | ||||||||||||
Use our online webchat service for faster responses to quick questions. Service is monitored from 9AM-7PM EST, and is not intended for advanced troubleshooting | ||||||||||||
Support Level | 2 | 2 | 3 | 3 | 2 | 2 | ||||||
Level 2 service involves standard break/fix service within the Act! application itself. Level 3 generally involves programming, scripting, more advanced service work, and general business consulting | ||||||||||||
10x5 phone support | ||||||||||||
Keystroke telephone support service is available from 9am - 7pm EST Monday through Friday | ||||||||||||
Appointment Setting | ||||||||||||
Appointments can be scheduled for a specific time, date, and technician for support plan subscribers. Ad hoc scheduling is also available | ||||||||||||
Free Password Reset | ||||||||||||
Locked yourself out of your database? Keystroke literally wrote the password reset tools and susbcribers are entitled to free password resets as needed. Must be requested or approved by the account administrator. VIP subscribers get this service at no extra cost, but the time involved is deducted from their hour bank. | ||||||||||||
Remote Assistance | ||||||||||||
Remote Setup Assistance | ||||||||||||
Remote Add-on Assistance | ||||||||||||
Remote Break/Fix Assistance | ||||||||||||
Remote Training | ||||||||||||
Remote Act! training is available for up to four students (video recording not available). Classroom training is a separate charge. | ||||||||||||
Programming & Development | ||||||||||||
Keystroke has a team of developers that can do general scripting, create DLL's, or develop SDK or WebAPI based addons. Source code & exclusivity are available at an extra fee | ||||||||||||
Customization | ||||||||||||
Customization can range from designing a database, layout, importing, or implementing add-ons as needed | ||||||||||||
Project Work | ||||||||||||
Project work generally involves a longer term scope of work that incorporates several stages of deployment, customization, training, and/or development. This can involve one or more consultants, and often involves an initial scoping fee to define the project | ||||||||||||
KnowledgeBase | ||||||||||||
Contract Term | 1 Year | 1 Year | 1 Year | 1 Year | 1 Year | 1 Year | ||||||
Auto-Renewal | ||||||||||||
Only OrangeCare is auto-renewed, but the customer always has the option to decline. We invoice one-month in advance to ensure customers have an opportunity to decide before their renewal date. We keep detailed records of support utilization for all our plans so customers can make an informed decision of their value With VIP's, we contact the customer multiple times in advance of their renewal to give them the opportunity to renew on time, and both save 10% and carry-over any unused time | ||||||||||||
Software included | ||||||||||||
Tables4act ($70/yr value) | ||||||||||||
Primary Contact + ($30 value) | ||||||||||||
Welcome Kit | ||||||||||||
Eligible Customers | ||||||||||||
Act! Pro Customers | ||||||||||||
Act! Premium (perp & sub) | ||||||||||||
Annual Cost | $175 | $330 | $600 | $1100 | $120/user | $150/user | ||||||
