Toll-free: (888) 552-9823
Direct: (888) 552-9823
UK: (Skype) pix.cyrious
Fax: (225) 612-2867
7:30 am - 7:00 pm CST, Monday - Friday
Cyrious Software
9432 Common St., Suite A
Baton Rouge, LA 70809
Live support is available from 7:30 AM to 7:00 PM CST, Monday through Friday. 24 hour emergency assistance is also available (additional charges apply).
Note: If one of the above holidays falls on a Saturday, it will be observed on the preceding Friday. If one of the above holidays falls on a Sunday, it will be observed on the following Monday.
Emergency off-hours support is available if needed. Off-hours support is not intended as a replacement for normal support hours, but as a service for our customers in critical and emergency situations.
Accordingly, there is a charge for accessing the off-hours technician that must be paid via credit card in advance of the assistance.
Should the service require additional time, you will be billed for the additional hours by the IT Services and Supplemental Services Department. By submitting a request, you acknowledge and agree to pay these charges.
If you have a valid IT Services and Supplemental Services Engagement with Cyrious there is no upfront payment required. Your request for assistance will appear on your monthly invoice. There is a 1-hr minimum billed at the applicable level (2 or 3) support rate for all off-hours requests for assistance.
In order to request assistance, please email afterhours@cyrious.com with your name, company name, telephone number and/or cell number, and the best time to reach you, along with a description of the problem. Doing so helps us understand your problem and how to contact you.
These Software Support Services Terms and Conditions (this “Agreement”) govern the delivery of Support Services (defined below) by Cyrious Software, a Louisiana corporation (“Cyrious”) to the customer (“You”) who has purchased or engaged Cyrious to provide Support Services.
The following terms are used in this document:
Cyrious offers standard technical support services to its users through a support contract. This contract also allows the user to receive any upgrades to their version of the software that are issued while they are on support subject to the restrictions indicated. A certain period of support service is usually included with the original purchase and through annual renewals and monthly subscriptions.
Standard Support is a paid service, but it is not a metered service. That is, you are not charged based on the quantity or hours used in a given month. This Agreement may be terminated by Cyrious for Your failure to pay Cyrious in a timely manner. Cyrious may also terminate these Support Terms if You materially breach the terms stated here or in your Software license agreement.
Standard Support covers assistance with operational issues associated with Cyrious products. This includes:
If You remain on Standard Support, You are eligible for upgrades issued for Your software subject to the conditions below:
If You are not eligible for a free update, you may still purchase the update from Cyrious.
IT Services include the installation, maintenance, troubleshooting, and/or repair of your information systems, which include networking, software, hardware, etc. A simple guideline is to view IT Services as involving work with hardware, networks, and software not written by Cyrious. IT Services are beyond the scope of what is included with the Standard Support offered by Cyrious and are primarily the responsibility for the local IT person or organization, which Cyrious can not replace. However, upon request Cyrious may provide select IT Services for it's customers.
IT Services are (but are not limited to):
IT Services are billed at an hourly rate based on the time actually spent working on the task(s).
Cyrious Consulting services offers vast expertise in the Cyrious product line. Consulting Services include report customization and modification; individualized training; product customization and modification; accounting setup; customer imports; and other "how-to" discussions or implementation work. A simple guideline is to view Consulting Services as involving work tailoring the software to your particular business, or helping you and your staff set up and use the software effectively.
Consulting Services include (but are not limited to):
Consulting Services are billed at an hourly rate based on the time actually spent working on the task(s).
Supplemental support services cover technical support when it is not covered by Standard Support, such as:
Unlike Standard Support, Supplemental Support Services are billed at an hourly rate based on the time actually spent working on the task(s).
Fees for IT, Consulting, and Supplemental Support services are based upon the time taken, plus all out-of-pocket expenses. By engaging Cyrious, you understand and agree that all requests for supplemental services, whether via email, telephone, online chat, in person, or other medium are billable. As of 9/1/2015 , the rate for supplemental services are:
| IT Services | Support Services | Consulting Services |
|---|---|---|
| Level 1 - $120/hour | Level 1 - $90/hour | Consultant - $150/hour |
| Level 2 - $150/hour | Level 2 - $120/hour | Senior Consultant - $175/hour |
| Level 3 - $200/hour | Level 3 -$150/hour | Developer - $200/hour |
The specific task and the skill level necessary will be used to determine the department and level required. You are free to request a specific employee to work on your issues provided she is available, and is trained to handle the task. In these cases, you will pay the rate for that employee's skill level. The minimum billing interval is 10 minutes during the normal work day (weekdays 7:30 am - 7 pm CST). The minimum billing interval for off-hours support is 60 minutes. All off-hour emergency or non-scheduled calls are handled by and billable at Tier II levels regardless of the issue. If applicable, Cyrious will invoice You for the balance of the travel related costs (airfare, hotel, rental car, tolls, parking, etc.). When travelling, Cyrious will bill You a per diem for employee food at a rate of $50/day/person for US locations and $60/day/person for international locations.
Cyrious retains the right to withhold and/or refuse all service if, after several attempts to contact you, we are unable to run payment and/or do not receive payment.
Upon request, Cyrious can provide you with a rough verbal estimate of the time involved in a particular project. Most often this will be in the form of a range of time (e.g., "less than 60 minutes" or "between 2 and 3 hours"). This is only an estimate and many unknowable factors can affect the actual time. These factors include the complexity of the project, the size of the database, specific hardware and software issues, the clarity of instruction, changes in requirements, the responsiveness of your staff to requirements they need to handle, the skill level of your staff, and more. However, we will advise you as soon as we are aware that the scope of the project will exceed the specified range. Time spent generating a written estimate for a project is billable at the standard rates.
Cyrious will use commercially reasonable efforts to provide the Support Services in a professional manner, but Cyrious cannot guarantee that every question or problem You raise can or will be resolved. Nothing in this Agreement shall be construed as creating a warranty for the Software. In no event will Cyrious’ liability arising from or related to these support terms exceed the amounts paid by You for the support services ordered by You for the annual period in which the liability arose. In no event will Cyrious have any liability for any special, punitive, indirect, or consequential damages, including, without limitation, damages for lost profits, loss of data, costs of procurement of substitute goods or services, loss of use of equipment or facilities, or interruption of business, arising from or related the support terms under any theory of liability, whether or not Cyrious has been advised of the possibility of such damages. These limitations shall apply notwithstanding the failure of the essential purpose of any limited remedy.
This Agreement is governed by the laws of the State of Louisiana. The State of Louisiana shall be the jurisdiction of any dispute arising from this Agreement.
Cyrious reserves the right to modify this Agreement with reasonable notice. Email notification to the address of the Technical Support Contact(s) is considered sufficient notification. Cyrious is not required to obtain proof of receipt.