Our support policies

E-mail support

Limited e-mail support is available at this address. Mail us your queries and we will try to respond promptly. Since 1996, e-mail support has been at no charge and we plan to continue that tradition. However, we reserve the right to change that status at any time for excessive or lengthy support situations.

In conjunction with e-mail support, we may email you QuickTime movies of various screens showing how to perform certain tasks. If your computer is not configured to play QuickTime movies, you can download and install Quicktime for free from Apple's web site.

Documentation

Documentation, when commissioned for custom work or included with our packaged products is provided electronically in Adobe Acrobat format. You have license to print as many copies of the documentation as you like.

Athenaeum documentation is available at this web page

Athenaeum Notes

For Athenaeum, Athenaeum Notes are published on our site here. These tech notes answer common questions that arise about any version of Athenaeum. Click the links at the left for Athenaeum Notes or the Notes archive.

Web Forum

The web forum is a place where you can register and post questions and chat with other users. Click the link at the left.

Paid and Pre-Paid Telephone Support

0900 telephone support 0900 LIBRARY (New Zealand only). Calls are $1.99 per minute (excluding GST or $2.25 per minute including GST).

For organisations with Toll bars or who otherwise can't use that support phone number, pre-paid support calls are an option. Each call is sold as four 15 minute blocks for $25+GST per block (i.e. $100+GST per block).

Remote Access to your computers

If your network is appropriately configured and you have broadband, we can remotely connect to your computers via Timbuktu, VNC, Microsoft Remote Desktop Connection, Apple Remote Desktop, LogMeIn - if you give us permission!

Support to your technicians

If you have your own external computer technicians, we will support them as if we are supporting you. Depending upon their skill and time required, we may discount our rates.

Fax

You may fax SumWare Consulting with your queries, along with any screen shots to assist answering your query.

Upload your files to CD-ROM or our servers

If you have real problems, you can always copy your Athenaeum Pro, Express or Light files to a CD-ROM and send it to us. Or, you can upload a zipped copy of your files directly to our servers. We will have a quick look at the files and help you decide where to go from there. We do reserve the right to limit this support or charge an appropriate time based fee (though we will let you know after we have looked at the files, of course).

On Site Callouts

SumWare Consulting can provide chargable, on-site support to local sites. Distant sites within New Zealand are negotiable.

On Site Training

SumWare Consulting can also provide training. Call us to find out our rates.