Quarterly or monthly package payments are due on the first of each billing period and require a one year commitment. If for any reason you cancel prior to a full year we will only re-establish service under a one year prepaid in full agreement. Monthly and Quarterly options require an automatic withdraw from an authorized credit card on file.
As noted above, this support agreement covers one licensed MAS 90 or MAS 200 site. You may have up to 5 authorized service contacts.

ISM provides unlimited telephone support of your MAS90 / MAS200 accounting software subject to exclusions as outlined below. We provide support on all versions of MAS90 / MAS200 with the understanding that support for older MAS90 / MAS200 version is on a “Best Efforts” basis and that programming patches for older versions are no longer available from Sage.

ISM will respond within 3 business hours or less to your MAS 90 / MAS200 support inquiries (Monday – Friday 7AM – 5PM PST) placed via our business line at 877-496-5350.

Holiday, weekend and after-hours support (outside our normal M-F, 7AM – 5PM PST hours) are not covered under this agreement and (subject to availability) may be pre-arranged as an option at a 25% surcharge for after hours/weekend work and a 50% surcharge for holidays. Support response rates do not apply to requests during weekends, holidays or after-hours. Depending upon credit status a prepayment may be required.

All support is rendered on a best efforts basis and guarantees a response to your call within 3 business hours or less. Some calls require follow-up research that extends beyond the specified response time. The follow-up research is included under this support agreement. Any on-site consulting services are not part of this agreement and will be quoted separately at additional cost.  Holiday and after-hours rates may apply as previously discussed.

Internet remote support is included in this plan at no additional charge. A fast Internet connection is required for us to provide remote support.

Regular data backups are your sole responsibility. Prior to requesting support you agree to create adequate backups of your computer data. We are not responsible for data loss due to inadequate backups. Re-creation of data due to lack of backups is always an option and added fee.

This phone support agreement does NOT replace or include your Basic Software Maintenance Plan with Sage Software or any other vendor (examples: Starship, Credit Cards, etc.)
ISM is NOT in the business of providing tax, payroll, accounting or audit advice. You are advised to consult with your tax or accounting professional on all matters related to proper tax/accounting rules and regulations.
If you are using third party add-ons with separate software support agreements (examples: Starship, Credit Card processing) those fees are additional and are NOT covered under this support plan.
Items Which Are Always Quoted Separately

• On-site consulting
• Assistance with installing upgrades whether on-site or remote
• Data recovery assistance
• Setup of workstations or servers, applying updates/upgrades or maintaining/moving servers or workstations
• Costs for third party support plans (Examples: PC Charge, Extended Solutions now maintained by outside developers, and Startship – as well as any and all other third party programs) are separate fees – you are required to separately maintain a support plan (technical support and product upgrades) for any third party programs.  Third party programs may involve additional per call or annual support plans which are invoiced to your company separately and are not a part of this plan.
• Non-MAS90 / MAS200 application support (Examples: Microsoft Office, Network OS< Operating systems, Anti-Virus, etc.)
• Operating system, hardware or network issues – including attempts to run MAS90 or MAS200 under a non-supported hardware or O/S platform
• Sage custom development tools that require new creation and/or development.  Does not include new custom report writing or customizations for Crystal Reports, Report Master, F9, FRx, Custom Financials, Visual Integrator, Custom Office.  Support for Crystal Reports, Report Master, F9, FRx, Custom Financials, Visual Integrator, Custom Office included on pre existing reports, forms, or customization provided by ISM
• Recurring data corruption (same data error more than 3x in a month), malware, adware, virus problems
• Training classes
• Support for other non-employees working on your system (examples: Network vendors, programmers, outside bookkeepers, outside accounts, etc.)
• Research (including attending demos) or consulting for new software add-ons or functionality

We reserve the right to offset any overdue fees against this prepaid support plan and subsequently terminate the plan.

This is a technical support agreement for your company.  It is non-transferable and is not a substitute for proper training on MAS90 / MAS200.

We are committed to forming a long term support relationship which results in your satisfaction and a successful partnership. If within the first 60 days of this agreement you are unhappy with our support for any reason we will provide a full refund of your current year’s telephone support amount.