All editions of Book-It membership software come with 30 days free telephone support. After that time all Enterprise, Pro and Lite edition support is chargeable, although Shareware edition customers will receive further free support by email only. Support without a support agreement will be given a lower priority in favour of customers who have taken out support agreements. Note that a support+ agreement will be required for uses of the Book-It On-Line module. These agreements carry all the features of the related standard agreements but extend to also cover support of the Book-It On-Line module.

For business customers we recommend that you purchase one of our annual support agreements. This will extend our support service and we will guarantee a response time for the support therefore reducing any inconvenience to your business. An agreement will also make support cost budgeting much easier. Several levels of support agreement are currently available and all can be paid by a single annual payment or 12 monthly instalments. See our support comparison page to easily compare our support agreements.

Bronze Support Agreement (from £215 pa / £17.92pm single user)

Entry-level support for small organisations or memberships not requiring an immediate response and / or with a limited budget available

Silver Support Agreement (from £423 pa / £35.25pm single user)

Aimed at larger organisations or memberships requiring a faster response time. This agreement has all the features of the bronze support agreement plus the following

Gold Support Agreement (from £635 pa / £52.92pm single user)

One of our highest levels of support recommended for organisations with less than 10,000 members running our Pro Edition software. This agreement has similar features to the Silver agreement but with the following additions

Enterprise Support Agreement (from £2511 pa / £209.25pm single user)

Our highest level of support available. Aimed at our corporate customers and Enterprise edition customers. This agreement includes all the features of the Gold agreement plus the following

International Support

Support is available to customers outside of the UK under the same arrangements as UK customers. We do, however, recognise that time differences may cause some support issues for international customers and therefore will make every effort to extend supported times for international customers where possible and offer out of hours support by prior appointment.

Support Without An Agreement

Support will still be provided without an annual support agreement, however, this will be instantly chargeable. A minimum charge (currently £38 excluding VAT) will be made for each call and further charges will be applied in 15 minute increments (currently £13.75 excluding VAT). A purchase order number or credit card number will be requested.

Support Terms And Conditions

Support is limited to telephone, fax, email and remote modem support only. It does not include further product development and does not include visits to client sites. Support includes verbal assistance to users regarding system setup and use of the system but is not intended as a replacement for a user training course. Support covers Book-It software only. It does not cover PC hardware and network support or operating system support, this support should be taken out with your hardware supplier although Instinctive Systems may advise from time to time if they have been involved in the hardware setup or if a problem occurs which may not initially appear to fall specifically into a hardware or software category. Support does not include return call charges. You are expected to make and pay for all calls during support. Feel free to leave messages outside of support hours, however, Instinctive Systems will not call you back the next day you will be expected to call again. In exceptional circumstances where you are unable to get through to us during normal business hours, we may call you back and ask you to return the call immediately.

Support agreements can be customised to your own requirements and payment by installment options are available for a small administration charge, please enquire for further details. We reserve the right to change our support agreements at any time.

See our support comparison page to easily compare our support agreements.

* Note that remote control software support allows us to access and control your system using VNC, Remote Desktop, Microsoft Messenger and similar software which you will need to provide.