TELEPHONE SUPPORT
Telephone Support is available Monday through Friday, 9am to 5pm (Mountain) by calling (800) 380-1138.
EMAIL SUPPORT
Email Support is available 24 hours per day, 7 days per week by emailing support@bairanalytics.com. Email support inquiries will receive a response within one business day.
Standard Technical Support
Standard Technical Support starts after completion of the installation and includes 30 days of e-mail technical assistance and 2 telephone support calls. Telephone support beyond the first two calls is available and billed on an hourly basis at BAIR’s current hourly Technical Support rate of $85/hour if not participating in the Upgrade and Technical Support Plan (UTSP). BAIR employees will inform technical support callers of calls beyond the included 2 technical support calls prior to providing service to avoid unwanted charges. An invoice will be sent to the agency for those authorized “for fee” telephone technical support calls and will include information detailing the nature of the call, the caller information, time of call, duration, and service provided.
Upgrade and Technical Support Plan (UTSP)
BAIR provides ongoing software upgrades and technical support through our Upgrade and Technical Support Plan (UTSP). Each UTSP covers one (1) ATAC Workstation License and/or one (1) Translation Software License and data extraction to ensure your data is up-to-date and adheres to the highest quality standards. The 12-month support term starts after the completion of installation. The purchase of the Upgrade and Technical Support Plan is recommended.
The UTSP provides the following:
- Unlimited email technical support
- Unlimited telephone technical support
- Unlimited minor upgrades with bug fixes and additional updates that enhance the usability of the software
- Unlimited major upgrades with additional modules and functionality that enhance the usability of the software