Support For Products
Visit our QuickBooks Integration Community Forum
We offer Remote Support for Setup, TroubleShooting and Training. This can be done with Windows Remote Assistant, Windows remote Desktop, GoToMeeting, your tools or UltraVNC.
This must be scheduled.
Please visit our Free Community Forum to ask questions, etc.
If you need to copy our products to a new PC click here
If you need to get a production version just register - click here.
use our protocol AaaTeXFTPConnect
If you need
to send us files that are too large to email, please click
here to visit our upload page www.AaaTeX.com/Upload.htm
Off-the-Shelf Products:
Defects:
We provide FREE fixes for defects that are critical in nature (i.e. prevent the use of the product) for current products. Currency is defined as the current version and one back. So if a product is Build1.3.4 then Build 1.3.x and Build1.2.x are current and will be supported.
Time spent on defects which in turn is not our problem (see disclaimer below) may be billable at our normal support rates.
Non critical defects will be fixed upon our discretion.
Setup and usage:
We normally provide up to 30 minutes of FREE email/phone support with the 'purchase' unless otherwise stated. It is your responsibility to keep backup copies of the installed files and to backup the folders.
Backups:
It is the customer's responsibility to make frequent backups of the program installation files and program folder (c:\Program Files\AaaTeX\...).As these files will be required to install on other computers or to restore to a new system.
Phone/Email:
We normally provide free phone/email support for 60 days from time of purchase unless otherwise stated for paid products (not free products). Please use our free forum whenever possible.
Optionally unless otherwise stated there is a support plan which can be purchased at the time of product puchase for $200 USD/yr to provide up to 4 hours per year per product of electronic (email/Remote Access, etc.) or phone support. (After 5 days of product purchase it is $250). |
Order Support Plan after purchase $250 |
Major Credit cards and e-Checks via PayPal. We also accept M/C, Visa and Discover directly. Email/call us. You can use AmEx through PayPal.
Upgrades (if available) will be provided free from our web site for one year from purchase. Fees may be charged after that time and will be posted on our web site.
Custom Products:
- Please see our policies for details on the free support time. Any changes required that is not covered in our policies is at our current support rates.
Usual Documentation required to solve a problem.
Please check the product documentation, it usually includes:
- Debug log file
- Error log file
- Configurations Setting (ini) file
- The file(s) that are input
- Any output file that the program should be creating
- The Exact error message or Exact word, phrase or number that is incorrect and what you think it should be.
- Your company file may be required.
Moving / Copying the Product to other computers:
Please follow the following procedure: It varies with the operating system(s).
(W2003 is like XP, W2008, , WIndows 7 is like Vista)
Additional modules may request a download when the program
starts (i.e. qbFC).
The procedure is to:
1.Install the original install package from the ReadMe.pdf file from our product page or on your system usually in the Help menu.
2, Then copy the folders from the existing system to the new system.
Program Files to get the same executables
Program Files is usually
c:\Program Files\AaaTeX\productname
or
c:\Program Files (x86)\AaaTeX\productname for 64 bit windows.
3 Then copy the working folder for the support files (i.e. config settings, maps, etc). Early versions on XP like systems used the program files folder as the working folder. Debug and error logs don't need to be copied.
If you are not technically aware, please have a competent technician assist you.
The program will start as a trial version until you Register it from the help menu.
XP to XP
- Install the program's package (original install file with format productnamePackage.exe)
- Copy the program folder on top of the newly created folder from above. Folder name is usually c:\Program Files\AaaTeX\productname
- Newer Editions of our Programs are now using the Shared Documents Folder instead of Program Files in XP like systems
Windows 7 or Vista to Windows 7 or Vista
- Install the program's package (original install file with format productnamePackage.exe)
- Copy the program folder on top of the newly created
folder from above.
c:\Program Files\AaaTeX\productname and
c:\ProgramData\AaaTeX\productname (this folder may be hidden)
or
c:\Users\Publc\Public Documents\AaaTeX\ProductName (if there) - Newer Editions of our Programs are now using the Public Documents Folder instead of ProgramData in Vista like systems. The program will copy the old working folder to the new one.
XP to Windows 7 or Vista
- Install the program's package (original install file with format productnamePackage.exe)
- Copy the program folder on top of the newly created
folder from above.
c:\Program Files\AaaTeX\productname and
c:\Documents and Settings\All Users\Shared Documents\AaaTex\productname (less any executables exes, dlls, ocx, etc).
BEFORE you start the program - Newer Editions of our Programs are now using the Shared Documents Folder instead of Program Files in Vistalike systems and Public Documents Folder instead of ProgramData in XP like systems.
Windows 7 or Vista to XP
- Install the program's package (original install file with format productnamePackage.exe)
- Copy the program folder on top of the newly created
folder from above.
c:\Program Files\AaaTeX\productname and THEN - c:\ProgramData\AaaTeX\productname (this folder
may be hidden) onto
c:\Program Files\AaaTeX\productname - Then copy the program itself
BEFORE you start the program
Register to make it a production copy
- Bring up your production QuickBooks Company file (Not for QB Online)
- Start the Program
- From the Program's Help menu click on Register
- Enter the Company name, phone and postcode that you used when purchasing the product on our eCommerce system. This is your 'key'.
- Click Online Registration
- You should see a message as 'Registered as nnnnn Edition ...'
- Click on Quit and Restart the program
Prices for support that are not covered above or if you need help are $125us per hour in 1 hour increments.
Purchase a support block of time here.
If you need support please contact us from our contact page above or click here.
Disclaimer: AaaTeX Corp. is not responsible for problems and/or damage in any of our products, software or services as the result of problems in the software foundation to our products, software or services (i. e. Operating System, Internet, Web Site, Web Shopping Cart or base program provided by another company). In no case shall AaaTeX be responsible for more that the purchase price.