The purchase of a BizWareDirect product automatically includes 30 days of complimentary support.

Subsequent to the initial 30 days of complimentary support, the purchase of a Software Support and Maintenance Plan provides a customer with one full year of support and upgrade releases for the specific product purchased.

Support and Maintenance Plan Costs

• When purchased within 3 months of the product registration date, the customer's Software Support and Maintenance Plan will be 10% of the total purchase price of all licenses and products in the respective purchase.  The plan is renewable on a yearly basis.
• After 3 months from the product registration date, the customer's Software Support and Maintenance Plan cost will double to 20% of the total purchase price of all licenses and products in the respective purchase.  The plan is renewable on a yearly basis.
• With a Plan subscription, when a customer requests that BizWareDirect perform services outside of the scope of the Support and Maintenance Plan, a billing rate of $95 per hour will apply and will be charged in half hour increments, based on the actual time spent by BizWareDirect on customer service activities.
• Without purchasing a Software Support and Maintenance Plan, a customer has the option to receive BizWareDirect support services at a billing rate of $125 per hour, in half hour increments, based on the actual time spent by BizWareDirect on customer service activities.

Purchase a Support and Maintenance Plan

A Software Support and Maintenance Plan may be purchased in one of the following two ways: 

1. Order by phone with credit card by calling our Product Information and Sales line
2. Fill out an Order Form and fax or mail to us 

Support and Maintenance Plan Services

Each Support and Maintenance Plan includes assistance with tasks related to the following:

• BizWareDirect software installation
• BizWareDirect software registration
• BizWareDirect software configuration
• Logging data to text or database, where applicable, using a BizWareDirect product
• PLC communication troubleshooting
• PLC issues related to WX/RX logic
• Upgrading BizWareDirect products

Note: A Support and Maintenance Plan does NOT include assistance with tasks related to the following:

• Setting up computers on which to run BizWareDirect software
• Installation and maintenance of third party software
• PLC issues outside of the WX/RX logic
• Creating a database repository for logging data, e.g. MS Access, SQL database
• Setting up an FTP site

Per customer request, BizWareDirect may perform services outside of the scope of the Support and Maintenance Plan based on an hourly billing rate.

Support Delivery

Technical support and assistance are delivered:

• Monday through Friday
• During the standard business hours of 8 AM to 5 PM EST
• Via telephone and email

Support requests made outside of the standard business hours will be considered to have been received and logged at 8 AM on the following business day.

Software Service Packs

All customers, with or without a Software Support and Maintenance Plan, have access to Software Service Packs that contain fixes to known issues, which impede or diminish the functionality of the BizWareDirect product, as determined by BizWareDirect.