Self-Hosted Support Plan

Self-hosting puts your operation in control: your server, your database, your environment, your upgrade schedule. What you take on, you own — daily backups, patch management, and securing the deployment. What we take on is the software: every upgrade and release for your edition, fixes to the standard system, and technical support when something isn't working the way it should.

Included with the purchase of the initial license:

• 30 days of telephone and email support from the purchase date.
• The manual for Inventory Pro is available through this website

Purchased Support:

• Access to all upgrades and releases for the edition of the software that was originally purchased.
• 1 year of telephone and email support from 30 days after the original purchase date is renewable annually.
• Remote Desktop Support Services using Remote Access Tools such as GoToMeeting (or another mutually agreed upon product). The client would be responsible for providing their own Internet connection.
• The cost for the annual maintenance plan is $1,250.00 annually or 15% of the total software license fee and customization, whichever is greater* (pricing can vary based on customization; see terms and conditions for more information).

Support Notes:

• The plan is a helping hand when you hit difficulty using Inventory Pro — our technicians work with you to resolve the problem.
• It does not mean a technician sets up your computer or Inventory Pro for you. Help is scoped to problems specific to Inventory Pro.
• Technicians address support questions that relate directly to the current version of Inventory Pro. It is not a general consulting service for your computers or other products.
• Support packages are not unlimited. They reflect normal, reasonable usage; anything beyond that is charged at the standard technician rate.

Terms and Conditions

Backups: The client is responsible for database and general system backups. Backups should be performed daily and before any system maintenance.

Security of the deployment environment: The client is responsible for securing the environment in which Inventory Pro is self-hosted, including operating system and database hardening, patch management, network protection, and user access administration. CISS security practices apply to the software as delivered; safeguards of the underlying infrastructure remain the client's obligation. See our Terms of Service, Section 7.

Maintenance and support fees: A need for on-demand support (additions to the system, hardware support, consultations, and needs outside of normal support parameters) can affect this fee. Any additional work/support charges require Client pre-approval. Customizations made after the original invoice will be incorporated in the following year's maintenance invoice.

Normal Support: handled during regular office hours; the maintenance plan includes:

• Upgrades (downloadable from the Internet)
• User support (questions about the system's functionality)
• Technical support (correcting any issues with the standard system or custom work)

Support hours & methods: Regular office hours are Monday through Friday 8:30 am to 5:00 pm EST excluding national holidays. Normal support and maintenance are conducted during these hours. For cloud clients, telephone and internet support are available after hours and on weekends for system failures that require immediate attention.

Billable Support: $240/hour For emergency work, that is Client approved. The fee for travel time (if required) is variable based on distance and expenses (car, hotel, airfare, and meals). Emergency work is defined as:

• System failures as a direct result of user error.
• Hardware failure that impacts the Inventory Pro application or database.
• Inventory Pro customization requested in an expeditious time frame, or general database maintenance and archiving of data
• Requests that are outside the normal support parameters.
• Any requested onsite support. Inventory Pro support can usually be handled remotely.

Data & Privacy

Self-hosted means your data stays in your building. We have no access to your systems or data unless you explicitly grant it for a support session. Remote support runs over encrypted connections, and our staff only touch what's needed to resolve the issue. See our Privacy & Data Policy for full details.