Customer Guide to Support

 

Our goal is to help you maximize your firm’s efficiency and consistency preparing files using Jazzit.  We provide webinars, videos, documentation, and access to our support team to get you up to speed as quickly as possible.

When things get hectic and you have deadlines to meet you cannot afford downtime.  Unforeseen circumstances can create interruptions which require you to have access to expert help when you need it.  Regardless of how simple or trivial a problem may seem after it is resolved – when you have a problem that interrupts your work, it can be very costly.  We can help you minimize unforeseen downtime and give you peace of mind.

We also provide updates to keep up with changing accounting standards and best practices and to take advantage of the latest enhancements in CaseWare. Updates also incorporate your suggestions for enhancements to make Jazzit even better.

The focus of Jazzit Technical Support is to enable you, our customer, to maximize the benefits you realize from the use of Jazzit.  Whether you are an individual user or a firm with 200+ staff we will provide you with the necessary support to resolve issues that may arise during the installation process or during the use of Jazzit. The purpose of this document is to clearly articulate what you can expect from us in terms of technical support.

1. “Jazzit” includes all of our template products including: Jazzit Fundamentals, Jazzit PACT, Jazzit PEG Checklists, and Jazzit SCORE.

2. A Jazzit “User”, for licensing purposes, is defined as anyone who prepares or reviews a client file using Jazzit. Preparing or reviewing includes assigning map numbers or using any Jazzit document. This document describes support options that are available to Users, how Users access support, and the Legal Terms and Conditions for Jazzit Support.

3. A Technical Support “Incident” is a single, reproducible issue or problem.  An incident is made up of all the activities required to resolve or close the issue or problem.  Incidents are created when you email or call us the first time to describe the issue or problem. 

 

Jazzit has dedicated support team knowledgeable in accounting, as well as every facet of Jazzit.  Jazzit CSRs (Customer Support Representatives) interact with customers on a daily basis and often have seen your issue before – allowing them to quickly make recommendations to resolve the issue. If you have an issue which they are not familiar with – the Jazzit CSRs have direct access to developers to get to the bottom of your issue as quickly as possible. You can communicate with our CSRs through email, by telephone, or using GoToAssist.

 

Our Online Forum (where you can read postings and solutions) is also available for perusal and does not require you to sign in to access unless you wish to post message. 

 

The online resources provides you with access to the secure area our Jazzit support website (support.jazzit.com).  Once inside you will have access to:

There is also an online form to report bugs or make a feature request. (jazzit.com/fixit).

We are constantly working to improve Jazzit via updates available from our support website. These updates are a result of the following:

 

Customers who do not purchase a support package do have access to our support team via the Single Incident Support alternative (which excludes access to Online Resources).   Please note there is a fee for this service, please call for current pricing.

 

Help Desk Support hours are 8:30 AM - 4:30 PM MST, Monday to Friday, excluding holidays.

 

Online Resources are available 24 hrs /day, 365 days /year. Your support must be active to access the secure areas of our support website.

 

We ask that your firm designate one or two individuals as Jazzit Administrators who are the liaison between your firm staff and our support team.  You can contact us at any time to change who we have recorded as your Administrators.

Your Jazzit Administrators should be knowledgeable CaseWare Working Papers /CaseView users and have had the appropriate training.

There are three ways to contact our support team:

Online Collaboration (GoToAssist): for complex product functionality where demonstration is required for support to resolve, complex installation questions where demonstration is required for support to resolve

Email:     for general product functionality, general installation questions that do not require demonstration, suspected product defects (example file with client identification removed should accompany request)

Telephone:  for simple questions we are happy to respond via telephone.  We may start an online meeting if needed.

 

To sign in to the online resources go to our support website and click on the sign in button. You will be prompted to sign in with a user name and password.  Enter the username and password which was supplied to you by Jazzit at the time of purchase.  If you are having trouble signing in please contact the Help Desk.

Each technical support occurrence is considered to be resolved or closed when:

 

Thirty days of Help Desk and one year of full access to Online Resources are included with your original Jazzit license.  If purchased within 30 days of purchase, Help Desk can be purchased for the first year at a discounted rate that with an expiry that coincides with your free Online Resources for the first year. 

At your support renewal date, you may choose to purchase one of the following support options:

With access to the password-protected to our support website you will be able to download the latest upgrades to Jazzit, documentation, FAQ’s, and sample cases.  Does not include Help Desk options.

This option provides you peace of mind and the maximum productivity from your Jazzit investment. It includes Online Resources and Help Desk (toll free access to our support staff to help resolve issues that may arise as you work with Jazzit).

When you purchase Jazzit, the licenses you purchase is for perpetuity unless support is not renewed for each licence purchased.  If you decrease the number of licenses at any time in the future you will need to repurchase those licenses once again at the current rate charged for additional licenses should you need them. 

 

Each year when support renewals are issued, we ask that you review the number of licenses held and adjust, if necessary, by completing the additional license order form.  When you increase the number of licenses, the support fees on a per license basis are included for the year which is consistent with your initial purchase licences.  As a result, the number of licenses you are paying for on the support renewal form should not change.  If you decrease the number of licenses at the time you renew your support services you are relinquishing those licenses. If you need to increase the licenses in future you will need to repurchase at full additional license cost.

 

When you receive your support renewal, please do not revise the number of seats on the renewal form by manually editing the form if you are decreasing or increasing your licenses.  Please complete and submit the additional license order form attached to your renewal for an increase in licenses and contact our office either by phone or email to alert that you will be reducing your licenses.  When you reduce the number of licenses for support renewal you are also relinquishing those licenses.  If you wish to increase those licenses in future they will need to be repurchased at the current rate for additional licenses.

In the event your technical support has expired for more than 6 months, you will be required to purchase Online Support from the date of expiry to the date of renewal before purchasing any future support services with Jazzit.

 

Contact us at sales@jazzit.com for current product and support services pricing.  Please note that all support fees are non-refundable.

 

Questions relating to CaseWare Working Papers features and functions are not covered by Jazzit Technical Support. Questions of this nature should be directed to CaseWare.  Please see your licensing agreement with CaseWare for details on support coverage.

Questions relating to hardware (such as printer output problems and network speed) are not covered by Jazzit Support. Contact your IT specialist for assistance. Hardware requirements can be found on CaseWare’s website (CaseWare.com).

Jazzit is intended to be used with licensed copies of the latest version of CaseWare Working Papers software.

Support is provided for versions of the software up to one year after the subsequent version is released.  Note that any updates to Jazzit are only provided in format compatible with the latest version of CaseWare Working Papers.

All Jazzit support is provided under the Terms and Conditions contained in Appendix A.

 

Accountants Templates Inc. (“AT”) Jazzit Support Services (“Services”) License Holder of Jazzit (“Customer”) Fees for Jazzit Technical Support (“Service Fees”)

1.1      Follow all of AT’s installation, operation, and maintenance instructions;

1.2      Provide AT, as AT may reasonably request, with data, information, assistance, materials and access to equipment to the extent of the Customer’s reasonable ability; and

1.3      From time to time upon AT’s reasonable request (but no more than once per year), complete and provide to AT with a review of licensing requirements.

2.1      Services do not cover the maintenance and /or service of any machines, computer hardware or equipment.

2.2      Services do not include, and Service Fees do not include charges for, the following: (i) support of any software which is developed, or otherwise owned, by anyone other than AT; (ii) support of any AT software product modified or altered by a party other than AT; (iii) restoration of lost data; (iv) integration, installation and configuration of fixes, maintenance releases and new versions; (v) integration, installation and configuration of the AT software product to operate with new releases of other products such as operating systems, accounting applications, or databases; (vi) support of any problems to the extent caused by the negligence of the Customer; (vii) support of any AT software product installed or operated other than in accordance with the applicable End User License Agreement and the documentation for that product; (viii)support of any AT software product used on or with equipment or system software not fully compatible with that described in the product’s applicable documentation; (ix) customization of any AT software product; (x) providing training to Customer in the use of AT software product if such training is available in product documentation, training videos, or would otherwise be delivered by AT as a separate service billable on an hourly basis.

2.3      To the extent a reported problem was corrected in a fix, maintenance release or new version made available to Customer as part of the Services and not installed by Customer, AT’s obligation to provide the Services hereunder with respect to such problem shall be suspended until such fix, maintenance release or new version has been installed by Customer.

2.4      AT’s obligation to provide the Services extends only for a period of twelve (12) months following the general availability release date of the version of the AT software product in question.

3.1      Service Fees: AT has no obligation to provide Services to Customer unless Customer has paid the appropriate pre-paid Services Fees. Services Fees shall be payable by Customer in advance of the Services to which they apply and within thirty (30) days of receipt of an invoice from AT.  Service Fees are non-refundable.

3.2      Payment Terms: If any payment is not received within thirty (30) days of the date due, AT reserves the right to charge interest on the overdue payment at the rate of one percent (1%) per month. 

3.3      Rate Changes: AT reserves the right to change the Service Fees in its sole discretion at any time without notice.

4.1      Termination: Services may be terminated by AT if Customer fails to comply with any of these Terms and Conditions and does not remedy such failure within thirty (30) days after receiving written notice thereof. Support Services shall automatically terminate upon the termination or expiration of the End User License Agreement for the applicable software product.

4.2      Changes: These Terms and Conditions are subject to change as such changes are published by AT from time to time (including public posting on AT’s webpage), provided that no change shall take effect until after the then-current Support Services annual period to which such change applies.

5.1 Limited Warranty for Services: AT warrants that the Services will be performed in a professional manner consistent with generally accepted industry standards.

5.2 Disclaimer:      EXCEPT FOR THOSE WARRANTIES EXPRESSLY SET FORTH IN SECTION 5.1 ABOVE OR PROVIDED PURSUANT TO THE APPLICABLE SOFTWARE PRODUCT’S END-USER LICENSE AGREEMENT, AT MAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS OR GUARANTEES, EITHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, ORAL OR WRITTEN, WITH RESPECT TO THE SERVICES AND /OR ANY FIXES, MAINTENANCE RELEASES, NEW VERSIONS OR OTHER ITEMS PROVIDED IN CONNECTION THEREWITH. AT DOES NOT WARRANT THAT ALL ERRORS OR DEFECTS IN THE AT SOFTWARE CAN OR WILL BE CORRECTED UNDER THIS AGREEMENT OR THAT THE AT SOFTWARE PRODUCT WILL OPERATE ERROR FREE OR UNINTERUPTED.

5.3 Remedy: For any breach of the warranty set forth in Section 5.1 above, Customer’s exclusive remedy, and AT’s entire liability, shall be the re-performance of the non-compliant Services at AT’s expense.

5.4 Jazzit makes use of email, GoToMeeting and website downloads for support services.       Use of internet services is solely at the risk of the individual making use of such services.  Although Jazzit endeavours to provide a secure means of transferring information, there is no guarantee, expressed or otherwise, that all information is without risk of interception or misdirection.

Services shall not be assignable by Customer without the prior written consent of AT.  Customer shall have the right to assign the Services to any entity to which assignment of the applicable software product’s End User License Agreement is permissible. AT retains all rights to transfer, assign or subcontract, directly or indirectly, its rights and obligations under the Terms and Conditions.

THE LIABILITY OF AT UNDER THIS AGREEMENT TO CUSTOMER, REGARDLESS OF THE BASIS OF LIABILITY OR THE FORM OF ACTION, SHALL IN NO EVENT EXCEED THE TOTAL FEES PAID TO AT BY CUSTOMER FOR SERVICES. IN NO EVENT SHALL AT BE LIABLE FOR COSTS OF SUBSTITUTE GOODS OR SERVICES, NOR WILL THEY BE LIABLE FOR LOST PROFITS, LOSS OF DATA, OR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF CONTRACT, NEGLIGENCE, OR OTHERWISE, AND WHETHER OR NOT AT OR ITS AFFILIATES, SUPPLIERS, LICENSORS OR DISTRIBUTORS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  THESE LIMITATIONS WILL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY.

These Terms and Conditions shall be governed by the laws in force in the Province of Alberta, Canada. These Terms and Conditions are not governed by the United Nations Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded.  If any part of this license is found to be void or unenforceable it shall not affect the validity of the balance of the license, which shall remain valid and enforceable according to its terms.