We value you as a customer

We want to ensure that you, as our customer, are happy with your purchase. We are committed to care for you and treat you fairly so that your decision to invest in our software is always a sound one. In addition to offering your great software at a great price you also get all the privileges listed on this page.

Focus Technology International is proud to offer optional support services to customers to elect to subscribe to annual support services.  Subscription is optional, and may be purchased with your software or as a separate offering.

Support is offered via an on-line issue tracking service.  This system is available 24 x 7 via the web.  Support issues are answered in our business hours in Bangkok, Thailand. We endeavor to respond to all issues within 1 business day. 

Typically we do not offer hot-line telephone support due to time differences and language issues.  However if we are unable to resolve your issue via the on-line system we may schedule a call, chat or remote control PC session to help resolve your issue.

We like to help our customers succeed. We do offer consulting services on occasion on an as needed basis.  What distinguishes support from consulting?

·         Questions about how to use the dbQwikSite program features.

·         Questions / assistance installing your software.

·         Questions about where to find a feature.

·         Fixing bugs found in the software

Typically we do not offer hot-line telephone support due to time differences and language issues.  However if we are unable to resolve your issue via the on-line system we may schedule a call, chat or remote control PC session to help resolve your issue.

Questions/assistance with your specific project in terms of design and business function.

Examples:

• Please design my tables for me.
• Please set up my pages for me.
• Help me migrate data to my project.
• Design a graphic for me.
• Questions about other vendors software

Examples:

• How to install and configure MySQL
• How to configure IIS server
• What does this SQL error message mean?
• Assistance with hosting services
• Help uploading files
• Help configuring your server and server security
• Help migrating data between your PC and your server

Normally we try to be as flexible as possible and try to point you in the right direction.  If you do find that you need help beyond the normal support services we can arrange paid consulting services.  Prices vary depending what skills you need and the complexity of the project.  Contact support if you feel you need some extra consulting.

If you need help of any kind, a great place to go is the user forum.  Access to the forum is free and you are free to submit any questions to your fellow users. You can get a lot a great tips and advice from experienced users.

A word of caution, is that if you have problems with the software and need support, do not post this in the forum, because it is not always monitored by support personnel.  The best way to talk to support reps is by opening a support issue that are assigned directly to support personnel every working day.

Purchased support is an optional annual subscription offering.  This is what you get…

·         Unlimited access to support services as described in our support policy.

·         Free software updates and new releases to your licensed software released during the subscription period.

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