Frequently Asked Questions
I am in New York, you are in Australia. How do you support me?
We mainly support our international (and many Australian and New Zealand)
clients using e-mail and our Internet site. Summit was specifically designed to facilitate
this in two ways. Firstly, Summit has an on-line upgrade procedure that allows you to install,
easily in minutes, a software upgrade or new feature that has been e-mailed to you or
downloaded from the web. The latest updates to software and help files are always
available from the web as well as Support Online which holds the answers to many
questions. Secondly, if you have an issue that relates to the data in your event file, we
have designed Summit so that all the information about an event is in a single file. You
simply e-mail us the event file as an attachment at the end of your working day with a
description of the problem and the fixed event file is waiting in your e-mail in-tray the
next morning. Of course, our extended office hours have time overlaps with Europe and
America, so you can always ring us if you need to.
"Our biggest concern was the distance between our companies and the possible
effect on the quality of customer service and support. I shared my concerns and was
further impressed to discover that your company has worked very hard to accommodate those
businesses not located in Australia. I have found the customer service and support
provided to be exceptional. I wish all companies worked as hard to satisfy their clientele"
Can you guarantee high quality support?
Absolutely. The person looking after you will either be one of the people who
wrote the software or someone who has used it in the real world for over two years. You
won't be dealing with someone who doesn't know the software thoroughly. Your events are
too important for that!
Our users say:
"Your support and problem resolution have been first class"
"When I urgently required some new reports for an imminent conference, you provided them within a couple of hours, via email – that’s what I call SERVICE!"
"As for follow up support, on the rare occasion I have had to request any (your package is so user friendly, as is your manual), we have really appreciated your very prompt and efficient service - it is a dream!"
"I would recommend the program to future buyers for many reasons not the least of which is the professional manner in which the company have supported us"
"I have found the back-up and support for the program to be excellent"
"You have been more than helpful, and responsive to some rather odd requests"
Do I need to buy any extra modules?
No. All modules are included in the base purchase price for Summit Event Manager. Summit Central has optional components.
We have five networked users in our office who will use Summit. Will that cost me more?
Yes. Our products can be bought as single user or multi user. A multi user
package enables you to install Summit on up to 10 computers provided they are on the same
local area network and under the control of the same organisation. If you have multiple
offices in different suburbs or cities you will need one copy per office.
After my warranty period is over, must I have an upgrade and support contract?
No. The latest update to the software is always available free-of-charge
from the web. With support, you pay only for the support you choose. You can
choose to pay for support per incident or you can choose an unlimited phone/fax/e-mail
support contract. If you think you are likely to place more than ten support
calls per year, you are better off with a support contract.
May I sell or
give my copy of Summit to someone else if I no longer require it?
Absolutely. If you no longer require the software (for example, if you have
just done a conference that will now rotate to other states or countries)
then you are free to sell your software or give it away. If you do this you
must pass on all the packaging and software and remove the software from your
computer.
If I want my
software customised, am I forced to come back to you?
No. We don't believe in blackmailing you by withholding source code from
you and then charging exorbitant amounts for modifications. We have an "Open
Source" policy. This means that all our products include the source code
and you have access to all of it except those parts that relate directly to
regulating the use of unregistered software and display of copyright notices.
We are always happy to give you a quotation for a modification, but it's nice
to know it's not your only choice. To modify your software, you will need
a copy of Microsoft Access.
Do I have to
buy any special stationery from you?
No. Our software is designed to use a wide variety of readily available off-the-shelf
address label and name badge stationery covering both A4 and American stationery
sizes.
What computer
language are your products written in?
Our products are written in Microsoft Access. There are two main reasons
for this:
Do I need to have Microsoft Access on my computer to run your products?
No. Our products come with a Microsoft Access run-time environment. You only need full retail Microsoft Access if you want to modify the software.
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