Upgrade and Support Policy

When your church buys People Driven Software, all upgrades, telephone and email support is free for 90 days from the date you purchase the software.  Should we release any new upgrades/versions in that time you will also get those free by downloading them from our website.

After the 90 days of free upgrades and support, your church has the option to pay the current Upgrade and Support fee on an annual basis.   This is a subscription based upgrade and support service.  As long as your church is current on this fee you get the latest version from People Driven Software.

Our technical support center is staffed from 9am to 5pm EST.  If you get voicemail when calling, we will return your call as quickly as possible, but on heavier call volume days it could take up to 24 hours.  Email is often the fastest way to contact us.  We give priority support to our online user group because it is the most efficient way to help the maximum number of people.

If you decide not to pay for Upgrades and Support that's fine.  You don't have to.  However, if you do contact us for support you will need to pay one whole year's fee at once and your subscription will start from that day on for the next year.

Additionally, we ask that each church identifies one key liaison to People Driven Software.  This person should be computer literate and in a position to learn our software well and be able to communicate what they learn with the rest of your staff.  Since our support pricing is the same no matter what size of church, it helps you and us keep costs down when there is one local person in your church who is the "resident expert on PDS."  If this policy is unacceptable to you and you need additional support for many people within your church, please call us to discuss your needs and we will be happy to discuss additional support options.

Exactly what is covered by our support?

• Any problems you have installing or upgrading People Driven Software.
   
• Any technical problems within People Driven Software, for example why a particular report won't open or help resolving an error message.
   
• Assistance with customizing the software for your church.  For example, editing lookup codes, inserting your church logo and church contact info, etc.
   
• Advice on setting up the People Driven Software in a networked environment or using the replication features.

What is NOT covered by our support?

• Personal training on how to use People Driven Software.  Training is a separate service we offer and is not part of the support subscription.  Of course, we are very gracious when you contact us with "how to" questions because we want to make your experience with PDS the best it can be.  But if you would like to have a live person spend a significant amount of time walking you through the features of PDS then we recommend that you take advantage of our excellent training options.
   
• Advice on using or setting up third party products such as Microsoft Windows and Microsoft Office (Outlook, Word, Excel, Access, etc.).
   
• Any programming advice, for example adding new features and reports to People Driven Software using another programming language.
   
• Networking, security or hardware issues.  For example, if your computer is having trouble printing, logging into your network, or trouble scanning pictures, please don't ask us to help you with these kinds of PC Support issues.  These issues are outside our software.
   
• Email Support outside of People Driven Software.  If you are having trouble with your Internet connection or getting Outlook setup to send and receive email, please call Microsoft or your Internet Solution Provider.
   
• Recovery of lost data due to data file corruption. To avoid this problem we strongly recommend that you backup your data files at least every week (if not daily) and compact both data files (connectdata.mdb and contributions.mdb) on a regular basis.  By default, PDS makes a backup every time you exit the program.  If your data files do become corrupt, we can provide chargeable assistance in these unsupported areas. The cost will be advised when an unsupported issue is presented.

Copyright© 2006, People Driven Software