Anthology Software Maintenance

What’s covered?

The Anthology Software Maintenance Contract includes telephone and email support (support@anthology.com) for all functions of the Visual Anthology program. These include:

• Point-of-Sale functions such as Cash Register, Customer Order, and Ztape reports.
• Backroom functions such as Purchase Order, Electronic Ordering, and Receiving.
• Import / Export functions such as CDImport, AWS Updater, A/R and A/P accounting links (where applicable).
• Reports, including the Report Writer utility. The Report Writer utility is a third party add-on to the Anthology software and as such support for this product is limited to instruction of use. All modifications are at the discretion of the author.
• Utility functions such as Database Re-index and Quick Backup.
• Internet Stock Check via Anthology FTP Server.

In addition, the Maintenance Contract entitles the user access to the following services:

• Anthology software upgrades via CD or web site download, free of charge.
• Access to the Internet Stock Check web service.
• Access to the online support library.

Anthology support is provided free for the first ninety days after the initial purchase of your Visual Anthology software. After the end of the initial free period, support can be purchased with a yearly contract or billed on a call-by-call basis. Please contact our sales department for current pricing information.

“Support” is typically defined as: assistance in using the software or resolving a problem. It also includes brief, five to ten-minute answers to “How do I” type questions, either via direct interaction with a support technician by phone or email; or through “white papers” that outline a solution in the form of written instructions; or in the form of an online instruction video. Longer tutorials on how to apply Anthology to particular business situations will be treated as “training” (see below).

What’s not covered?

Your maintenance contract does not include the following:

• Troubleshooting, updating or modification of Windows or other operating systems – including setup and/or configuration.
• Hardware or operating system-level maintenance – including ScanDisk, Disk Defragmentation, and disk clean up.
• Network setup/modifications, maintenance, or troubleshooting – including network hardware, cabling, or software.
• Custom programming.
• Installation, maintenance, or support of third-part software – including Quickbooks, PCCharge, PCAnywhere, databases of books in print, or backup systems.
• Installation or setup on new or replacement hardware.
• Cleanup of corrupted data resulting from a system malfunction – whether hardware, software or virus-related. If your data becomes corrupt, we will recommend that you restore from backup. It is essential that you perform regular, complete backups of your Anthology data. Backing up and restoring data are your responsibility.
• System performance issues. Due to factors outside of Anthology’s control (hardware, networking, etc), issues concerning performance of Visual Anthology cannot be covered under normal support. Anthology may, at its discretion, offer limited support to help isolate problem areas.
• Training, Anthology offers training as a billable service to its customers. See Anthology Training section for more details.

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Anthology consulting services

Anthology Consulting Services are available during normal business hours from Anthology Inc to provide service for situations not covered by the maintenance contract. These services are generally preformed by appointment and are billed on a call-by-call basis. ACS requires that a credit card pre-authorization form be filled out and faxed back to Anthology before service can begin. Anthology consulting may be performed outside normal business hours at the sole discretion of Anthology Inc; if so, additional charges may occur. Contact janie@anthology.com for services and pricing.

Anthology training

Anthology offers extra training for users when a deeper understanding of the product and how it can be applied to business situations is needed. For example, a user may want help with not just the Purchase Orders screen within Anthology, its controls and functions; but also with purchasing and receiving in general – industry standards, best practices, and helpful strategies. Training of this kind is billed on a case-by-case basis over and above normal fees for Anthology Maintenance. It requires that a credit card pre-authorization form be filled out and faxed back to Anthology before service begins. Please contact Anthology for charges and scheduling.

Extended system support

Extended system support is provided free for the first thirty days after initial purchase of a “turnkey” system from Anthology ONLY if no modifications to any setup have been made after delivery. For non-turnkey systems, and turnkey systems where the thirty-day support policy has expired, Extended system support is available on a call-by-call basis through Anthology Consulting Services. Please contact our sales department for current pricing information.

Hardware support

Anthology-supplied hardware is covered by the original equipment manufacturer’s (OEM) warranty and is subject to the conditions and limitations described there. The OEM may provide on-site services where applicable. These on-site services may be provided by a third-party service provider. When provided, this service is typically included in the purchase price of the hardware.

Anthology Inc. may, at our discretion, offer assistance in determining whether on-site services are necessary. Contacting the on-site service provider to arrange for services is the responsibility of the user. Any charges incurred from on-site services will be the sole responsibility of the user unless prior written authorization has been granted from Anthology Inc. or the OEM.

Hours of support

Anthology telephone and email support are available Monday through Friday during normal business hours (9am to 5pm EST).

Emergency point of sale support outside normal business hours is available for those users who have a current maintenance contract only. This service is available Monday through Friday from 5pm to 10pm EST, and weekends and some holidays from 9am to 10pm EST (Thanksgiving and Christmas days excluded). See Conditions of Emergency Support for details.

Off-hour support for non-emergency issues is available for those users who have a current maintenance contract only. All off-hour support is at the discretion of Anthology Inc and is considered billable. Charges for these services are billed on a case-by-case basis in addition to the normal maintenance fees. See Conditions Off-hours Support for Non-emergency Issues for details.

Emergency support

• Emergency point of sale support is for when you can’t sell books through the Visual Anthology Cash Register. The Anthology Support Technician on call will attempt to make it possible for you to provide service to your customers. You should be aware that only temporary, work-around resolutions may be available during these hours. In such cases, a permanent resolution will be sought on the following business day, if covered under the terms of the regular maintenance agreement.
• If you are planning major system changes such as operating system or software upgrades, new hardware installations, or network repairs / replacement; or if you are planning to do a physical inventory, you should contact Anthology support prior to scheduling this work. These issues will not be supported during pager hours. They will be treated as non-emergency calls and the regular conditions of the maintenance contract will apply.
• Non-emergency issues, except by special arrangement, will be recorded and addressed on the following business day.

Off-hours support for non-emergency Issues

• Anthology service and support for issues that do not fall under Emergency point of sale support requires a credit card pre-authorization form be filled out and faxed back to Anthology before service can begin.
• A staff member from your location who has knowledge of your system and administrative passwords may be required to be present.
• This service is billable for time spent whether the issue can be resolved during the off-hour session or not.
• If the issue cannot be resolved in a timely fashion or needed resources are not available, then support for this issue will resume on the next business day and the conditions of the normal maintenance contract will apply.

Lapsed maintenance contracts

A Maintenance Contract is considered to have lapsed when your payment for renewal is not received before the contract expiration date. When this occurs the conditions listed below apply.

• Pager Support is suspended. Off-hour support is not available, regardless of the nature of the problem.
• All support during normal business hours is billable on a call-by-call basis (see regarding pre-existing issues below).
• Pre-authorized payment for services is required before service begins. Pre-payment is generally made via the pre-authorization of a credit card, unless other arrangements have been authorized by Anthology Inc.
• Pre-existing issues must be resolved before a normal service contract can be re-established.
  • Resolution of issues that were reported after the lapse occurred will be billed on a call-by-call basis. These issues will be treated as billable until a resolution is reached. Renewing the maintenance contract will not change the billable status of these issues. After these issues have been resolved the maintenance contract will be re-established and the conditions of the contract will apply.
  • When a contract is re-established, issues that were identified before the lapse occurred but were not resolved prior to the lapse in maintenance will be addressed as if the lapse did not occur.
  • To renew a maintenance contract that has lapsed for thirty days or more, you must first purchase any necessary updates to bring your Anthology software to the currently released version. Contracts must be renewed for a year with at least two quarters prepaid. Contact Janie@anthology.com for pricing.

Remote access support

In order to provide our clients with the best possible support, we must sometimes be able to access your computer remotely. Anthology uses PCAnywhere from Symantec Corporation to accomplish this task. It is the responsibility of the user to acquire and maintain PC Anywhere. Installation and troubleshooting of third party software is not covered by the conditions of this contract.

Non-standard remote access

Some users may have policies that will not allow remote access to their systems or may have invested in other remote access software. In such cases a special surcharge will be added to the Maintenance Contract due to the complexities of such an arrangement.

Note: Virtual Private Network (VPN), when approved is the sole responsibility of the user to both maintain and troubleshoot. It is recommended that before you consider this option you be certain either you or a certified professional will be available to assist Anthology Support Technicians during the initial setup and if logon issues arise.

The use of remote access programs other than PC Anywhere is at the discretion of Anthology, Inc. Contact Sales at Anthology for details and costs.