Realtime Software Corporation has found that it is helpful to advise what is and is not covered by a valid Support Contract. Note that Realtime Software Corporation can also be of assistance for a fee for services that fall outside of a valid support contract. Many customers of Realtime Software Corporation maintain pre-paid discounted blocks of 40 hours to cover payment for these non-covered items in addition to specific projects.

Realtime would be glad to set up such a discounted block for you if you don’t already have one.

NOTE: ALL TECHNICAL ASSISTANCE CALLS SHOULD GO THROUGH OUR MAIN OFFICE AT (847) 803-1100.

Services not covered by your Support Contract include, but may not be limited to:

Custom programming
Consulting
Modifications to base-line applications
Retrofit of modifications into updated software releases
New features and applications
Data retrieval assistance - creating reports , dictionaries, etc...
RPL (or any other) programming assistance
Data correction unless caused by errors in covered Realtime published programs
Other disaster / failure recovery
Accounting assistance
Training after installation and turn-over
System administration - UNIX, AIX , LINUX, etc...
Configuring printers, print queues, etc...
Installing system upgrades - hardware, software
Hardware repairs , set-up, upgrades
PC assistance including wIntegrate, telnet, Microsoft, etc...
Third party products whether or not supplied by Realtime
Creating users passwords, etc...
Power problems
Communication equipment problems including Frame Relay
System restoration assistance
Education classes
On-site education and assistance including labor and travel expenses
Network problems
Vendor data updates (price tapes, etc...)
Improper modem (your end) surcharge if you do not have a service modem available for dial in support
After - hours rates will be billed for support performed on weekdays between 5:30 p.m. and 8:30 am (CST)
Weekend and holiday rates will prevail on Saturday , Sunday and holidays

Realtime’s Support Contract covers many services to help keep your system running smoothly. Among the covered services are:
New releases to all covered Realtime products when you subscribe to the support of those products:
Realtime’s Support Contract covers many services to help keep your system running smoothly. Among the covered services are:

New releases to all covered Realtime products when you subscribe to the support of those products:

    Realtime Processor Language (RPL)
    Business Control Programs (BCP)
    Manufacturing Control Programs (MCS)

Warranty for as long as you maintain a valid support agreement on covered products:

    Error correction
    Adjustment to maintain compatibility with D3 products
    Adjustments to comply with government regulations

Problem diagnosis. You may enlist the help of the Realtime technical staff to identify the cause of problems which you encounter.
    Hardware
    Pick
    Third party software
    Power supply and equipment
    Your own errors

Note! This service goes directly into correction if the problem turns out to be with covered Realtime products. Should the problem turn out to be for non-covered products, even if you have a Pick Support Agreement , a hardware maintenance agreement , or a third party warranty, the diagnosis and repair, if you wish for Realtime to try to help, is billable to you by Realtime, even if you can get reimbursed by the party whose product caused the failure.

Discounts up to 20% on Realtime Billing rates for technical services not covered by the Support Contract are available in pre-paid blocks of forty hours. Call for Discount Detail specifics.

25% discounts to Realtime’s classroom training sessions is also available to our clients with Support Contracts.