On-Premise maintenance policy

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 60-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
    After 60 days the unpaid maintenance plan is cancelled. If the plan is reinstated at a later date, a reinstatement penalty will be added to the renewal cost.

    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 and Corporate

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 Corporate level.

Contact for current pricing / annually

  • Email support
  • 48 hour response time
  • Standard enhancement request submission process
  • No account or feature review, best practices review, etc.

Corporate

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

The support plan for Corporate On-Premise and Cloud subscribers.

Contact for Current Pricing / annually for Corporate on-premise customers 

  • Email and Phone support during regular business hours
  • 24 hour response time
  • Priority enhancement request submission process
  • Three custom report requests per month (unused requests do not carry forward)
  • Remote server support
  • LobbyCentral Appointments
  • Unlimited locations, queues, and users

Technical Support

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

Annual maintenance does not include support for non-LobbyCentral applications, including SQL server, or Windows server OS. Only application level support is provided. On-premise customers must have qualified employees that have experience working with server side applications and resources. 

On-Premise customers are directly responsible for managing the maintenance and performance of the application and database servers.   LobbyCentral cannot provide assistance for these matters.

The server requirements posted for on-premise are minimum requirements.   Depending on the amount of transactional activity, it may be necessary to increase those requirements for performance.   LobbyCentral is a database transaction heavy application.  

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

Remote Desktop Assistance (Available to Corporate on-premise customers only)

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.

Consider our Cloud plan for a maintenance free solution!

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