What Does Technical Support Cover?
Our friendly, helpful support team at Cervelle Software Offers first class technical assistance through remote phone support. Cervelle has the ability to connect to your computer through a tool called, Simple Help. Simple Help is built right into Merchant Magic™. Check Below for our Technical Support Hours.
What is Covered? Cervelle Software's technical support covers the installation, training and support of Merchant Magic™, the POS Software product developed by Cervelle Software.
What is NOT Covered? Cervelle does NOT fix your computer, install your network, fix any computer hardware that has failed nor does it recover any data that has been verifiable lost for any reason including hard drive failure, network failure, fires, electrical glitches, software glitches or any other act of God that can result in data loss.
Hardware. Cervelle Software will install the POS hardware from the approved hardware list. Cervelle will not install additional hardware, or any software not relating to Merchant Magic™. If the hardware on the approved list is faulty, then Cervelle will let you know that it is faulty, and you must return it to whomever you purchased it from.
Virus Software. Cervelle Software will recommend that you remove instances of multiple virus software on your computer. Cervelle has found that there are stores that insist on installing multiple virus protection software. Please remember that this practice is counter-productive. Your computer will divert itself to finding viruses and the performance of Merchant Magic™ will be compromised.
You must call the Cervelle Support Team at 407-673-4898 prior to clicking the Click Here or Emoticon above. Cervelle Support does not connect to any computers until they are first contacted and the reason for support is documented. Technical Support days and hours are clearly indicated. After-hour hourly rates will apply.
EMERGENCY WEEKEND AND AFTER HOURS SUPPORT:
If you have a weekend emergency, you can email support@CervelleSoftware.com. Please be advised that additional EMERGENCY HOURLY charges will apply because your regular support contract does not cover weekend support. Call back times will vary on the weekend and are not guaranteed. A call back is strictly based on the availability of a support technician for that weekend.
Q. " Is onsite training or onsite support included in the support price? "
A. Our low annual support price does not include onsite support. Onsite support adds additional costs that become prohibitive when you factor in the cost of travel, accommodations, food, rental car and hourly support. Being able to connect directly to your computer is as good, if not better, than being at your site. Our software is very easy to learn and you will find that our team will be able to help with your questions.
All technical support staff at Cervelle Software reside in Sunny Florida!