Training - 60-Day Support - Monthly Support - Seasonal Support - Single Incident
Unlike some other POS software providers, we do not require you to get a support plan or pay any ongoing license fees after your initial purchase. Artisan™ POS Software is very easy to use and easy to learn and some manage on their own without our assistance, however most would benefit from a little help.
We highly recommend that you get started with our 60-day support starter plan that includes 2 hours of training followed by unlimited support for 60 days. After that choose between Standard or Premium Support. Later you may want to drop support to basic, but please keep in mind that this plan is intended for stores that want to keep up to date with new Artisan releases and only call in for support rarely. Please keep reading for details about the various affordable Support Plans to choose from.
If you don't have an ongoing Support Plan, you can pay for individual support incidents & upgrades. There is no charge to report actual program errors ("bugs"), and there is no charge for bug-fix updates within the same "minor" version (the same first two numbers). We also offer Internet-based "Live" Training for $45/hour.
Training
Please note that Training is not included with any of the support plans (except the 2 hours with the 60-day). We will help you with questions like, "How do I back date a sale?", but "Show me how the cash register works." is considered training. We have made an effort to make our Live Training as affordable as possible. Most stores only need 2 or 3 hours, if that.
Training usually works with a technician remotely connected to your Artisan station while on a phone conversation with one or more. We can even train groups from multiple computers even from different locations.
60-Day Support Starter Plan
All Register Packages come with the 60-Day Starter Plan, which includes 2 hours of training. This "unlimited" plan is designed to get most stores up and running quickly. It includes configuring Artisan to work in your store (sales tax, receipt messages, users, security controls, program options, and general Artisan use). You may purchase this plan with your initial software purchase even without a register package. We will even help you configure existing hardware in Artisan as long as it is working properly and does not require any installation. The 60-Day plan does NOT include networking or hardware installation (device drivers, etc.) unless you purchased the hardware from us. Help for networking and hardware installation is billed at $50 per hour with a minimum of one-half hour.
If you do not wish to start your plan right away, please tell us when you want it to begin. It will begin after you receive your equipment (unless you tell us otherwise) or upon your first support call.
Monthly Support Plans
All Monthly & Seasonal Support Plans come with access to all Artisan software upgrades at no additional charge.
Available in 3 different levels, our Monthly Support Plans give you worry-free, ongoing access to our Support Team, and all software upgrades. The Basic plan includes 1 incident (single call or issue) per month, and the Standard plan includes 4 incidents, with extra incidents for $25, 1/3 of the normal single-incident price. Don't want to worry about counting incidents? Then get the unlimited Premium plan that covers more than just the Artisan Software. Premium plans include higher priority placement in support queues, support for POS hardware devices, Computers (Artisan related issues), and generous discounts on custom reports, forms, and labels.
In order to remain eligible for free upgrades you have to have continuous support. An interruption of your support may result in an upgrade fee to get back on support. The fee depends on how long you have been off support.
Click here for the Artisan Monthly Support Order Form.
Seasonal Support Plan
Do you have a seasonal business, and don't want to pay for support when you're closed? We have a special Seasonal Support Plan that covers you for a 6-month period. The benefit of the seasonal plan is that it provides free upgrades all year without any penalty for discontinuing support for part of the year.
Click here for the Artisan Seasonal Support Order Form.
Single-Incident Support Form
In order to get support without a Support Plan, you must fill in a Single-Incident Support Form, to authorize the charge for support services. You can submit this form at the time you request support, or we can keep one on file for you to avoid delays when you or your staff call in for support.
