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Client Services Agreement PDF Print E-mail
Client Services Agreement
The Technical Support Department at Pace Software, Inc. provides telephone and web based support utilizing the latest remote access technologies. The scope of this service covers questions, training and direct assistance in the use of any feature of the Yes Management System.

Software Updates

Pace is constantly improving and adding new software features that benefit our customers. We are dedicated to the continual improvement of the software so that it never becomes obsolete and remains relevant to the needs automotive service industry. Typically there are two updates per year. Updates are free as part of our support subscription.

Hours

The Technical Support Department is available Monday-Friday between 8:30 AM EST and 8:00 PM EST(Excluding Holidays)

Eligibility

A Support Services Agreement is available to all users of the Yes Management System. Support Services will become effective after receipt of payment at the Pace Software, Inc. office

Terms of Agreement

The Support Services Agreement is an automatically renewable annual subscription that can be paid on a monthly, quarterly, or yearly basis. The monthly subscription is preferred by most customers and is billed on the first of every month to a credit card. The quarterly and yearly Technical Support Agreements are billed in the same fashion however they are also payable by check. If you decide not to take advantage of the benefits offered by the Support Services Agreement, there will be a $145.00 per issue charge for users that do not have an active subscription for Technical Support. There will also be a prorated charge for any software updates based upon the time without an active Support Services Agreement and number of updates requested.
More information and to receive a Support Services Agreement

Contact Us:

Phone:

 

941-742-6400

Email:

 

Support Services Agreement Inquiry

 
Client Services Mission PDF Print E-mail

Client Services Mission Statement

Technical Support Engineer

Pace Software, Inc. puts as much effort into its software support as we do our software development. Sharing new information, being responsive to change, and working through problems and resolutions together are part of our responsibilities in providing our customers with a reliable, comprehensive support program.

Our support offerings keep pace with how our customers are using our software. Beyond the Support Engineer's technical abilities with Pace Software products, he/she is able to establish and enhance relationships with each customer. The role itself encompasses skills in the following areas:

Technology/Problem-Solving

Coupled with strong product skills our Support Engineers offer an analytical, "scientific" problem-solving approach to guide customers and internal engineering resources through resolution planning and execution. The Support Engineer will often be driving the root-cause analysis that is required for any thorough resolution. The ability to analyze case data and formulate a resolution plan is critical for success in this role.

Communication

Customers will be encouraged to use the phone as much as possible because Support Engineers are comfortable and eager to communicate directly and frequently with customers. Written communication must be clear and concise. Proactive, frequent communication will be required in order to build strong relationships with customer contacts.

Customer Obsession

Our Support Engineers possess a drive to thrill our customers with outstanding customer support. While the actual technical resolution will not be 100% within the Support Engineer's control, he/she will be the primary contact with the customer and therefore determine how the customer perceives Pace Software, Inc. The Support Engineers constantly and pro-actively look for ways to improve the customer experience.

Support Statistics

Our support engineers strive to meet your needs quickly.

Click here to see our Support Statistics


 
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