TeeCal Support Policy

TeeCal support is included with all active monthly subscriptions.
Support is available Monday-Friday between the hours of 8:00am-5:00pm CST.
 
To request support you will first need to submit a help ticket.
After hours and emergency phone support are all billed at the hourly rate of $50.00.
  1. Request Support
    All TeeCal support request must be submitted via a help ticket.  TeeCal support will prioritize all request based upon the criticality/impact and then work those request in the order in which they were received.
     
     
  2. How To Submit Help Ticket
    There are two ways to submit a help ticket.
    Option 1 - Submit ticket via the TeeCal website at http://teecal.com/support.aspx and click the Submit a Help Ticket link.
    Option 2 - Submit ticket directly from the TeeCal software by clicking the Support button, then click Submit a Help Ticket.


    Please be sure to include your full name, business name, email address and phone number.  Shortly after you submit the help ticket you should receive a confirmation email with a link to your help ticket.  You can use that link at any time to check the status of your ticket.
     
     
  3. Support Ticket Priority Levels
    TeeCal has 3 different levels of ticket priority which are High, Normal and Low..  TeeCal will review and prioritize all request based upon the criticality/impact.  TeeCal will then work those request in the order in which they were received.
     
    High Priority – This will be used for tickets that are impacting daily operations or daily use of the software. Here are a list of some common types of tickets that will get this priority: TeeCal unable to start, computer crash, database issues, TeeCal licensing issue, computer swap, etc…
     
    Normal Priority – This will be used for most How To and How Do I type help tickets. This is the default priority for most help tickets. These types of tickets generally do not impact daily operations of business or daily use of the software.
     
    Low Priority
    – This will be used for tickets that do not impact immediate use of the TeeCal software. These types of tickets will generally be used for suggestions or request of new features, etc...
    These tickets are used for long term tracking of items related to software updates.
     
     
  4. Communication
    When a TeeCal technician gets to your help ticket, they will initiate contact with you (the customer). The TeeCal technician will contact you by email or phone (if needed). The TeeCal technician may also use tools like Team Viewer to help troubleshoot issues remotely (if needed). All the work performed, in regards to your help ticket, will be documented and updated within the help ticket itself. You can open and view the updated status of your ticket at any time by using the link provided in the initial confirmation email you should have received.
     
     
  5. TeeCal will provide support for the following items: (TeeCal supported list)
    Assist with initial setup and configuration (1 hour of remote support included with subscription)
    Software related training
    QuickBooks plugin initial setup and configuration
    Answer all TeeCal sales and support related questions
    Answer for how-to questions
    Diagnosis and resolve software bugs
    Diagnosis and resolve software performance issues directly related to the design of the software
    Assist with other TeeCal software related issues (not effected by any of the items listed on the TeeCal non-supported list).
     
     
  6. TeeCal will not provide support for the following items: (TeeCal non-supported list)
    QuickBooks accounting issues
    QuickBooks data corruption
    Operating system issues
    Virus infections
    Spyware infections
    Malware infections
    Security or firewall related settings
    Network connectivity issues
    Data recovery (it is the end-users reasonability to backup their TeeCal data)
    Other computer related issue not directly related to the TeeCal software
     
     
  7. Support regarding QuickBooks sync capabilities
    The only support TeeCal provides for the TeeCal QuickBooks Plug-in is related to the actual connection between TeeCal and QuickBooks. Once the initial connection has been successfully made between TeeCal and QuickBooks that ensures that data can be synced between the two systems. Any issues you may encounter specifically with the sync, missing data, corrupt QB file, or any other sync related errors will need to be worked through Intuit Support. There are QuickBooks sync logs which can be found at C:\Program Files (x86)\TeeCal\Data\Logs\QuickBooks\ folder on the TeeCal server. You can feel free to provide these QB logs to the Intuit Support group for help with resolving your issues. Here are a couple of things Intuit Support will need to know to support your issues. TeeCal QB sync capabilities do not use the QuickBooks Sync Manager. TeeCal sync utilizes the Intuit provided QBFC13 and the QBFC13 sync driver for sync capabilities.
     
    Please note that any support provided by TeeCal technicians regarding non-supported QuickBooks issues will be billed at an hourly rate of $50.
     
     
  8. Additional Charges
    After hours support, requested by you the customer, will be billed at an hourly rate of $50.
    Emergency phone support, initiated by you the customer, will be billed at an hourly rate of $50.
    Support for non-TeeCal related issues will be billed at an hourly rate of $50.