This page outlines the support subscription options available for Desktop Assyst Software users, including services, fees, and terms of support service.

Monthly Support Service Subscription

We recommend the Assyst Monthly Support Service Subscription to all users of Assyst Software.Included in this subscription are updates to the Assyst Software and personalised support during UK office hours. Support services include activities such as:

• Troubleshooting
• Help with installations
• Password resets
• Training of new users
• Help with standard reports
• Other similar issues

Help is offered by our technical team via telephone and a secure desktop sharing application.
Excluded from this subscription are services such as the development of custom reports and any data migration. There is a separate per-ticket fee for these services.

Continuity Support Subscription

The Assyst Continuity Support Subscription is a service we offer to customers who are no longer actively using the Assyst Software but continue to retain their data and have occasional access needs.

This service provides support during UK office hours, limited to 6 support tickets per year, subject to a maximum of 3 per quarter. Support services include:

• Troubleshooting
• Password resets
• Help with standard reports
• Other such issues

Excluded from this subscription are:

• Training of new users
• Development of custom reports
• Data migration

There is a separate per-ticket fee for these services.The fee for a Continuity Support Subscription is £50 + VAT per month per licence.For clients holding more than one client-Assyst licence, we recommend reducing the number of licences to one.

Payments and Cancellation of Subscriptions

Subscriptions are paid monthly in advance via direct debit.There is a minimum initial 12-month subscription period for any subscription.

If a Monthly Support Subscription is converted into a Continuity Support Subscription without a break, the 12-month minimum period is not applicable to the Continuity Support Subscription.

Cancellation of a subscription requires either:

• A full two calendar months’ notice, or
• Payment of two months’ subscription in lieu of notice

Re-instatement of a Cancelled Subscription

Re-instating a cancelled subscription will incur a one-time fee of £350 + VAT per licence. The company reserves the right to revise this fee at its discretion. This re-instatement will also include a free upgrade to the latest version of the Assyst Software.

Upgrade of a Continuity to a Monthly Support Subscription

A Continuity Support Subscription can be upgraded to a Monthly Support Subscription at any time at a cost of £100 + VAT per licence.This also includes a free upgrade to the latest version of the Assyst Software.

 Off-subscription Support

Off-subscription support incurs a minimum fee of £250 + VAT per support ticket, payable in advance.Fees may vary depending on the complexity of the issue.Support involving data migration or custom reports is charged separately, depending on the nature of the activity