Self-Hosted Support

What comes free with your license:

• 30 days of phone and email support from when you buy. Send support emails to support@cissltd.com
• The Inventory Pro manual is available on this site

Adding support after the first 30 days:

• Free upgrades and releases for the edition you bought
• One year of phone and email support starting 30 days after purchase, renewable each year. Email: support@cissltd.com
• Remote desktop help using tools like GoToMeeting. You handle your own internet connection
• Annual maintenance is $1,250 or 15% of your license fee, whichever is higher (pricing can change if you have custom work added)

What to expect:

• When you buy support, our technicians will help you fix problems with Inventory Pro
• We do not set up your computer or install the software for you. We help when things break
• We only answer questions about Inventory Pro itself, not general computer issues
• Support is not unlimited. If you need more than normal help, extra time is billed at our standard rate

Terms and Conditions

Backups: You handle your own database and system backups. Run them daily and before any maintenance.

Extra charges: If you need help outside normal support (adding features, hardware issues, consultations), the fee may go up. Any extra work needs your approval first. Custom work added after your original invoice shows up on next year's maintenance bill.

Normal support covers:

• Software upgrades (download from the Internet)
• Questions about how the system works
• Fixing bugs in the standard system or custom work

Hours: Monday through Friday, 8:30 am to 5:00 pm EST, excluding national holidays. Phone and internet support are available for system failures that need immediate help after hours or on weekends.

Emergency work: $240/hour For issues that need urgent attention and are approved by you. Travel costs (car, hotel, flights, meals) are extra if needed. Emergency work includes:

• System crashes caused by user error
• Hardware problems that break Inventory Pro or the database
• Custom work requested on a tight deadline, or database cleanup and archiving
• Requests outside normal support
• Any on-site support. Most issues are handled remotely

Data & Privacy

When you self-host, your data stays on your systems. We cannot see your data unless you let us during a support session. Remote help runs over encrypted connections, and our staff only look at what is needed to fix the problem. See our Privacy & Data Policy for the full details.