Support for current TQT sites

Annual Maintenance & Support contracts are available to all sites running TQT. M & S agreements are generally not mandatory (although there are some circumstances when they are), but are highly recommended.

The cost of the annual M & S is determined by the following factors:

• Number of users (size of the implementation)
• Number of support hours expected for that year

Services with an M & S contract include:

• Quarterly build updates
• Standard support (up to the amount previously agreed upon)
• Additional standard support hours available at a heavily discounted rate
• Emergency support (outside of standard office hours, extra high priority)
• Unlimited access to public TQT Webinars
• Access to new and updated documentation
• Access to TQT user forums and meetings (additional fees may apply)

Regaining Current Status: If you do not have a current M & S agreement, you can enter into a new agreement at any time, but there will be a software update charge (based on the number of users and the number of years since your last M & S agreement) to get you to the most current build. This charge is in addition to the cost of the M & S contract for the current or upcoming period.

Payment Terms: M & S contracts are generally payable within 30 days of the beginning of the M & S term. If you prefer to break up your payments to bi-annualy or quarterly installments, we may be able to make those arrangements for you.


Support for non-current TQT sites

If you are using TQT, but are not currently covered with a Maintenance & Support contract (non-current), and are not interested in having an M & S contract, the following rates and policy apply.

Outstanding Balance: If you have any unpaid invoices with ISI, those bills must be resolved before support of any kind can be provided.

Standard Support Cost: $430 an hour, minimum of 1 hour per issue.

Standard Support Priority: Clients with current M&S contracts have priority over non-current clients.

Emergency Support: Not available - The issue can be handled as a Standard Support request, but will only be handled during regular business hours, and at the non-current client priority level.

New Build: $450 per user (e.g. a 10 user site will pay $4,500 for a new build, a 15 user site will pay $6,750). If it is determined that a new build is necessary to resolve your problem you will be notified before it is loaded. If you choose to not purchase the new build, you will still be liable for the accrued support time related to this issue.

New and Updated Documentation: Not available

Training Services: Not available

Payment Terms: A pre-payment equivalent to 50% of the expected total amount per issue is required before work can begin. Once the issue is resolved the unpaid balance will be due immediately.


If you have any questions about your M & S status or our support services please contact Kate Conner.