DaySmart Software Company Policies

Technical Support & Training

We have a number of readily available tools to help you:

• Free and unlimited web‐based training for life
• Free detailed training videos, which are found on the Welcome screen of InkBook
• Free in-depth user's guide, included within InkBook
• Free and unlimited access to our extensive knowledge base, which is accessed within InkBook

When you purchase InkBook software Standard, Professional, Multi-Computer or Multi-Location edition, you will receive:

• Free and unlimited e-mail and web-based training for life
• Free and unlimited phone technical support for one year
• Free software installation and hardware setup during the first year
• Two hours of free one-on-one personal training over the phone
• Free downloadable maintenance releases for life
• Free software updates for one full year
• Free transfer of your information from a competitor's product
• Free detailed training videos and in-depth user's guide
• Free and unlimited access to our extensive knowledge base

With any purchase of the InkBook Solo edition, you will receive:

• Free and unlimited web-based training for life
• Free phone support and one-on-one training (up to one hour during first 60 days)
• Free software installation and hardware setup (up to one hour during first 60 days)
• Free downloadable maintenance releases for life
• Free transfer of your information from a competitor's product
• Free detailed training videos and in-depth user's guide
• Free and unlimited access to our extensive knowledge base

When leasing the software, you will receive unlimited free technical support and one-on-one phone training for as long as you are leasing the software.

After phone support and training time has elapsed, additional phone support can be purchased for $69 per hour or for $299 for one year of unlimited phone technical support. Additional one-on-one personal training can be purchased for $69 per hour.

For technical support and training resources, please visit our support page.

What is Training?

Training entails being taught how to use software features or receiving help in setting up configurations within the software. These issues can usually be answered by referring to our user's guide, training videos, webinars, or knowledge base. Some examples of training are as follows:

1. How do I book an appointment?
2. How do I open my cash drawer?
3. How do I setup payroll?
4. Show me how to track loyalty points.

What is Technical Support?

Technical support is typically an installation or hardware configuration issue, or is needed when something within the software isn't functioning as designed. Technical support is as follows:

1. Setting up hardware (setting up a cash drawer, receipt printer drivers, plugging in a bar code scanner).
2. Installing the software.
3. Setting up the software on a network.
4. Software communicating with each other or connecting on a network.
5. Issues with integrated credit card processing (X‐Charge).
6. Software performance.
7. Online Booking and LiveAccess setup and connection issues.

Hardware Support

We warrant our software to be compatible for all hardware that we sell, using the manufacturer's drivers or direct connection while Windows is operating in the regional settings described in the 'Language and Regional Settings Support' section listed below. Please see our Hardware page for a list of current hardware that we sell. This includes all hardware and hardware support items, including cables, connectors, interfaces, and adaptors. If you are using hardware or hardware support items other than what we sell, or are using different regional settings other than those described in the 'Language and Regional Settings Support' section, we will provide basic setup information; however, we cannot warrant compatibility with our products.

Return Policy

Software

All software can be returned within 30 days of purchase for a full refund. After 30 days no refunds are given. Software must be deactivated from all computers before a refund will be granted. If the software remains activated with the serial number provided to the business during the purchase, continued use of the software will be assumed and no refund will be granted. Additionally, if you return the software, and non-refundable hardware items were purchased along with the software, the hardware package discounts (and any other discounts you may have received) no longer apply and the amount you receive back on the software may be less than the full price.

Hardware

DaySmart Software policy is not to provide a return on hardware (cash drawers, printers, bar code scanners, etc.), except in the case that the hardware was damaged in shipping, or is defective upon the initial receipt of the item(s).

• If the item(s) was damaged during shipping, the request for hardware return must be made within 3 business days of receipt. The item(s) must be shipped back within 3 days of the request for the return.
• If the item(s) was defective, the request for hardware return must be made within 14 days of the purchase date. The item(s) must be shipped back within 3 days of the request for the return. If you wish to have a new item shipped to you, DaySmart Software will bill you for the new item and refund your money for the returned item if the item(s) is received in accordance with the policies stated above. All new items are shipped from DaySmart Software via standard shipping; if you wish to have expedited shipping, you will be charged for the expedited shipping. If the item(s) being returned is not shipped within 3 days of the request for the return, DaySmart Software will provide no refund of the returned item.
• All original boxes, packaging, inserts, wrappers, and components must be returned. All hardware must be placed INSIDE another box prior to shipping. Original hardware boxes must not be written on.
• If you receive a damaged or defective item, please contact DaySmart Software at (800) 604-2040 in accordance with the policies described above.

Hardware is covered under manufacturer's warranty for 2 years after purchase for Epson receipt printers and MMF & APG cash drawers, and 1 year after purchase for other hardware. See our Technical Support page for hardware manufacturer contact information.

Gift Cards

No refunds are given on gift cards once they are printed. Of course, prior to the gift card printing, you will approve the gift card proof either electronically or we can postal mail you a proof. We will not print any cards prior to your approval.

Software Updates and Upgrades

Updates

When purchasing the Standard, Professional, Multi-Computer or Multi-Location editions, you will receive one full year of free updates, which can be downloaded from the Internet.

Software purchases include free maintenance releases and service packs for life. Any maintenance release for the software version that was initially purchased can be downloaded for free online or through the software. Maintenance releases generally include fixes and minor feature additions.

After the time for free updates has elapsed, updates may be purchased at a 50% discount off the current retail price. Updates are always optional, and will never be required to continue using InkBook software. Updates include new software features as well as fixes.

When leasing the software, you will receive unlimited updates to the software for no additional cost, which can be downloaded from the website.

Upgrade to Higher Edition

You always have the option to upgrade to a higher edition of InkBook. All you have to do is pay the difference between the two editions. See our upgrades page for pricing and ordering.

Privacy Policy

At DaySmart Software we are committed to your privacy. See our full privacy policy.

Lost Passwords and Serial Numbers

Passwords

DaySmart Software may assist with lost passwords within our software for a charge of $49. To apply for assistance, please e-mail support@daysmart.com.

Serial Numbers

DaySmart Software does not guarantee assistance with lost serial numbers.

Database Passwords

DaySmart Software does not guarantee assistance with lost database passwords.

Language and Regional Settings Support

We provide sales and support in English only. We warrant our software will work correctly in the 'English (US)' default regional setting only. Although we have tested our software in many other settings, we can only provide full support and warrant correct functionality in the 'English (US)' default regional setting.

Loaner Hardware Policy

Within 30 days, you must send this loaner piece of equipment back to the address listed below via a shipping company that provides a tracking number. DaySmart Software is not responsible for hardware items that are lost or stolen during shipping.
Return loaner hardware to:

DaySmart Software
30475 South Wixom Rd.
Suite 100
Wixom, MI 48393

If the loaner hardware is not returned within 30 days, or if the hardware you return is not in proper operating condition, your credit card will be charged the full retail price of the hardware. If you return the loaner hardware after your credit card has been charged, and if the hardware is in proper operating condition, you will receive a full refund.

Custom Report Policy

Software by DaySmart Software comes with over 200 built-in reports. Most reports are already in our software, so be sure to check the Reports drop-down menu before requesting a custom report to be written. However, if you would like to request a custom report, please follow the steps below:

1. Please e-mail support@daysmart.com and provide the following information:
   1. A complete, detailed description of what report you would like.
   2. An example of the report that includes sample numbers.
2. You can view and fill out the 'Custom Report Authorization' document online, which explains the custom report policy and also obtains a payment method and description of the report: http://www.daysmart.com/forms.
3. DaySmart Software will review the request and determine if the report appears feasible. There is a $39 initial non-refundable fee for the programmers to spend time and determine the feasibility of the report. Due to database structure, the report may or may not be feasible, but we always do our best.
4. You will be charged the non-refundable $39 and told that additional work on the report is $85 per hour. A custom report usually takes 1-2 hours, but could be longer or shorter.
5. If the report is not feasible, no further action is taken and you will be notified.
6. If the report is feasible, we may be able to do it, but there is no guarantee until we actually spend the time writing the report. You will be charged $85 per hour for the time spent working on the report regardless of the outcome.

Last Updated: March 24, 2011

Note: The support and update policies listed on this page apply only to clients whose initial purchase of InkBook was on or after July 19, 2010. Prior to this date, please refer to the support policy that is listed on the initial purchase invoice. One year of free updates does not apply to purchases made before July 19, 2010. Free maintenance releases for life are offered for the version that was purchased if your initial purchase was prior to July 19, 2010.