What is the 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.
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.
If your billing information has changed, please contact firstname.lastname@example.org to update your account.
- Up to 60 days after the expiration date
- 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.
- 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)
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.
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.
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.
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.
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.