Cooperstock Software recommends three ways to get support for ACCOUNTS:
When you inform us of problems or have questions, we have the following policies, in order to optimize the use of our resources and give you the most efficient and effective support:
Some users have not been satisfied with our policy of almost always doing support by email, and want an option of phone and/or remote control support, at your request.
To satisfy those users, as long as your paid support is up-to-date, you have the option of paying a per-incident fee of $25, in advance online, for phone support (or remote control support, if it seems to us that will be more helpful than phone). One incident means one issue or question. Such support will not include us reading extensive contents of Help pages or web pages to you, but can certainly include discussing aspects of such pages that you have read but still do not understand. Details of how to pay this fee online are on the Payment page.
It is important to understand that while we can advise you on how to use the program to enter your transactions, get your reports, etc., we cannot advise you on what transactions you should be making, which reports you should use for which purposes, etc. It is your accountant's job to give you that advice, and it would be a major liability issue for us to do so!
If you email us and receive no reply within a day, please phone us to follow up, at (416) 423-7722. Most emails will be answered much sooner.
In rare cases, we may offer to solve complex problems by remote controlling your computer, with your permission and participation. In those cases, we use a program from Techinline to do so.
Please report any bugs you find in ACCOUNTS, and feel free to request feature enhancements.
Your support subscription includes all normal "how to" questions, help with any problems you are having with the program, etc. However, there may be special unusual requests that are not part of the standard support expectations, like data conversions from programs that ACCOUNTS cannot currently convert from etc. In cases like this, if we are able and willing to take on the work, we will negotiate an hourly charge for our time. (It is rare that anyone needs this.)
Check out software developer Simon Tatham's useful article on bug reporting at www.chiark.greenend.org.uk/~sgtatham/bugs.html. It indicates what sorts of details are helpful when reporting apparent software bugs. The article exhibits a bit of "attitude", but does give good advice overall.