Technical Support

Overview

EZScale was developed by SSI Consulting Group and is supported by SSI Consulting Group and our Authorized Solution Providers. We have taken a considerable amount of time to write this on-line help system with enough detail and examples to answer most common questions. You're first line of support should always be this help file.

We recognize, however, that EZScale may be a mission critical application used by many different operators on multiple shifts, over many years, on computers in harsh environments that are routinely moved, upgraded and/or replaced for various reasons. So that we can provide quality support over the years under these circumstances, direct support is offered on a pre-paid contract or pay-per-incident basis only, with three exceptions which are free:

    Pre-sales support.

    Thirty (30) days first-time installation support.

    Support directly related to a verifiable bug or defect in the program.

Note:      SSI support plans, policies and pricing may be updated periodically to meet the changing needs of our customers so please check with sales or go to our website at www.ssicg.com/ezscale to obtain the latest information.

Using On-Line Help

Just click Contents on the Help menu. To scroll through a table of contents for Help, click the Contents tab. When you want to search for specific words or phrases, click the Index tab.

If you haven't already done so, please review the Getting Started section of the on-line help.

Promotional Website

SSI maintains a promotional website at www.ssicg.com/ezscale. You can always check this site for general program and sales information or to read about or download the latest demo versions or add-ons available for EZScale. This is primarily a promotional site, however we may periodically post general bulletins important to all users on this site. Please see information about Downloads as they relate to the License Manager before installing upgrades.

Basic Support

Basic support is available for $395.00 per year and includes:

    Unlimited access to member website

    Unlimited e-mail and/or FAX technical support

    E-mail notification of important bulletins and promotions

Member Website

The member website is password protected and provides 24/7/365 day access to:

    Discussion forums

    Knowledge base

    Downloadable patches and updates

    Program revision history

    Additional report and ticket templates

E-Mail and FAX Support

Basic support includes unlimited support for issues that can reasonably handled via e-mail and/or FAX. Initial response times are typically within 1-2 business days.

Standard Support

Standard support is available for $695.00 per year and includes:

    All the benefits of basic support plus,

    Five (5) hours of phone support.

Phone Support

Prepaid phone support is debited in 15 minute increments. Additional support time is subject to pay-per-incident charges.

Premium Support

Premium support is available for $995.00 per year plus $100.00 for each additional workstation and includes:

    All the benefits of basic support plus,

    All the benefits of standard support plus,

    Unlimited phone support

    Discounts and special offers on program updates and add-ons.

Pay-Per-Incident Support

Pay-per-incident support is available under two arrangements:

    Hourly support at $95.00 per hour to a maximum of $380.00 per incident.

    Flat rate per incident support at $225.00 per incident.

Pay-Per-Incident support must be paid in advance using a credit card or pre-approved company purchase order. Hourly support is billed a minimum of $95.00 (one hour) with additional time charged in 15 minute increments up to the maximum of $380.00 per incident.

On-Site and Advanced Support

On-site and advanced support is available from SSI Consulting Group and Authorized Solution Providers to assist in:

    Hardware setup and EZScale software installation.

    Interfacing your computer and EZScale to your scales and scale heads.

    Designing tickets.

    Designing custom reports.

    Interfacing EZScale with your accounting department.

    Operator training.

    And much more!

Rates for on-site and advanced support are quoted based on your specific needs. Please check our website, call or e-mail us for additional information and to obtain a quote.

Authorized Solution Providers

SSI Consulting Group works closely with authorized solution providers to maximize your support options. Please check our website, call or e-mail us for a complete list of authorized service providers.

Contact Information