Support Policy
Our support policy is very straight forward. We only ask that you read the help manual before contacting support. If you ask a question answered in the help manual, we will refer you to the help manual. We offer:
1) Free 100% email support (current version only - see below). You email us with a support question and we answer within 24 hours (normally within 1 to 8 hours).
2) Help videos. We provide videos to help you get started and to help you understand different functions of the Assistant Secretary.
3) Screenshots. In some circumstances we also provide screenshots for various sections of the database. Normally, this is not needed since you can pause the help videos at any time.
We do not offer:
1) Support for previous versions of the Assistant Secretary. To keep offering our software at a low cost, we only offer limited email support to Brothers who use previous versions of our software. We offer affordable upgrades.
2) We do not offer phone support. We offered phone support in the past, and found it is more helpful for Brothers to explain the issue, then allow us to respond in full. Since we do not offer phone support, we answer emails with more detail than needed.
Bottom line:
1) You can download and test the software before purchase. During this tesing period we will answer all questions as if you were a customer already. There is no limitation or difference between our "demo" version and the version you purchase.
2) Most of our customers will never need support (they read the help manual and watch the videos). Our help manual was written with the mind-set that no one wants to read pages and pages of fluff. We tell you exactly how to operate the function you want to learn about.