Terms and Support

Terms

All subscriptions are for a minimum of 1 year with a discount for a 3 year contract. The balance on the account is due if the customer cancels a subscription before the contract date. 30 days written notice in writing is required before the account can be closed.

Download full terms and conditions.

Training and Support

We ask that all new subscribers sign up for the FREE online seminars offered by Orchid Suites. These are geared to both beginning and intermediate users. Register for a training before accessing the helpdesk for general usability issues. (Bug fixes and login issues do not apply.) Once trained, the support package:

INCLUDES:
• Unlimited email support via the Orchid Suites helpdesk (support@orchidsuites.net)
for usability issues (we do ask that all subscribers accessing the helpdesk for these issues go through our free training webinars first.)
• FREE bug fixes
• Response time within 24 hours, EST during standard business hours. (Usual response time is within the hour but we cannot guarantee it. (Emergencies such as site down or email we host not working can be called in.)
• 2 hrs/mo/organization toward database and membership management support.
Billed in 15 minute increments. Any hours required outside that timeframe will be billed according to standard rates depending on whether it is email or phone support.

DOES NOT INCLUDE:
Phone support for general usability issues. Packages are available that include phone support but as a general rule we like to track problems or concerns as a way to determine needed enhancements, changes in training etc. (Phone calls are welcome for emergencies such as a site down or email hosted by OS is not working.)