Q: What is included in the setup fee?
The setup fee includes complete system installation, configuration to your specific requirements, data migration from existing systems, basic customization, user training sessions (online for Essential/Professional), technical documentation, and 30 days of post-go-live support. It covers everything needed to get your system up and running.
Q: What does the annual maintenance cover?
Annual maintenance includes bug fixes and security patches, system performance monitoring, technical support via email and phone, cloud data backups, access to system updates and new features, and peace of mind knowing your system is always running optimally.
Q: Can I upgrade to a higher package later?
Yes! You can upgrade to a higher package at any time. We'll only charge the difference between packages, making it easy to scale as your institution grows. Contact our sales team to discuss your upgrade options.
Q: Do you offer refunds?
We offer a 30-day money-back guarantee if you're not satisfied with the system after implementation. We stand behind our product and want ensure you are completely satisfied with your purchase.
Q: Is my data secure?
Yes, absolutely. We use industry-standard encryption (SSL/TLS) for all data transmission, regular automated backups to secure cloud locations, role-based access controls, complete audit trails, and our servers are hosted in secure data centers with 24/7 monitoring.
Q: Can I get a demonstration before purchasing?
Absolutely! We offer free demonstrations and trial periods for qualified institutions. Contact us to schedule a personalized demo tailored to your specific needs and see the system in action before making any commitment.
Q: How long does implementation take?
Implementation typically takes 6-10 weeks depending on the package chosen and complexity of requirements. Essential Edition can be implemented in 6 weeks, while Professional and Enterprise editions may take 8-10 weeks due to additional features and customization.
Q: What happens if we have technical issues?
Our support team is here to help! You can reach us via email, phone, or through our support ticket system. Response times vary by package - Essential gets 48-hour response, Professional gets 24-hour response, and Enterprise gets 4-hour response with 24/7 hotline access.