Fuhr Software, Inc. is notifying all customers of an update to the LobbyCentral On-Premise Maintenance Policy which goes into effect for all customers immediately.



Maintenance Policy


With the purchase of a LobbyCentral on-premise perpetual license, a non-refundable maintenance fee is required for the initial maintenance period.


The initial maintenance period begins on the date LobbyCentral is purchased and expires 12 months from the date of the purchase.


Renewal invoices are mailed 30-days before the expiration of maintenance.  There is a 60-day grace period from the expiration date to renew your plan.  If the plan is not renewed before the end of the grace period, the maintenance will lapse.  


Access to support and software updates is not available during the grace period or if the maintenance has lapsed.   


If your billing information has changed, please contact sales@lobbycentral.com to update your account.



Policy for Late/Lapsed Maintenance Plans

The LobbyCentral Maintenance Plan is billed annually based on the date of purchase. There is a 60-day window from that anniversary date in which you must pay for the Plan's renewal. If payment is late or has lapsed for a period of time, our policy for expired maintenance is:


  • Up to 60 days after the expiration date
    No penalty

  • More than 60 days after the expiration date
    Reinstatement fee + maintenance fees from the date of expiration to the next anniversary date.  The reinstatement fee is a percentage of the total maintenance fees due.

    Reinstatement Fee:
    - 10% if the period of lapsed maintenance is two years or less
    - 20% if the period of lapsed maintenance is over two years


    Example:  A plan that expired in 2013 is reinstated in 2015 with the current maintenance cost of $899, the total renewal cost will be:

    $899 x 3 years (2013-2014,2014-2015,2015-2016) = $2,697
    + 10% reinstatement fee = $269.70
    Total Renewal Cost = $2,966.70


LobbyCentral Support Levels


Basic (upgradable to Enterprise)

Enterprise



Basic

For customers that require little to no support and will manage the software internally, typically by the IT department.


The support plan for Standard On-Premise.  Customers may upgrade to the Enterprise level support.


$999 / annually + $99 per license


  • Email support

  • 48 hour response time

  • Standard enhancement request submission process

  • No account or feature review, best practices review, etc.



Enterprise

For customers that require a greater level of support, submit enhancement requests on a regular basis, and utilize custom reporting.


The support plan for Enterprise On-Premise and Cloud.


$8,000 / annually for Standard On-Premise customers 


  • Email and Phone support

  • 24 hour response time

  • Priority enhancement request submission process

  • Three custom report requests per month (unused requests do not carry forward)

  • Remote server support

  • Account / Feature reviews


*Enterprise support does not include unlimited licenses, Appointments, or other Enterprise software features.   This is support level only.



Technical Support

LobbyCentral's technical support is available to active maintenance customers during standard support hours Monday-Friday, from 9am to 5pm EST.   


Only application level support is provided.   Limited support is provided for server related items including resources such as SQL Server and IIS.   On-premise customers must have qualified employees that have experience working with server side applications and resources.


You can reach support by emailing your question to support@lobbycentral.com or by opening a support ticket at http://support.lobbycentral.com.  



Remote Desktop Assistance


Extended Support Customers

To assist with technical issues, we may request to access your server or end-user's desktop using remote access software.  We will never connect to your system without permission and the remote access software is never installed on your server or end-user desktops.   To start a remote access session, you will download and run a program from our web site.   Access can only be gained when this program is running and you provide us with the ID and Password.