Support Contracts and Fee Schedule
Goldstar Software provides technical support and training for companies around the world, using a combination of on-site support, remote-control support, phone support, and Email support. Any existing customer with an open account can leverage our support services at the base rates, and new customers interested in support can either set up an open account or provide a credit card for payment.
To access our support services, you can call us at 708-647-7665 or send Email to [email protected]. Please have your company name and/or account information ready. If you are a new customer, please have your credit card information ready as well.
The following table shows the current support fees and package options available:
Electronic Support Packages |
Cost |
Per |
Per-Incident Email or Chat Primary Support |
$50 |
Each |
Unlimited Email/Chat Primary Support (One Year) |
$400 |
Year |
Unlimited Email/Chat Primary Support Plus Knowledgebase (One Year) |
$1000 |
Year |
Database File Recovery Services |
Cost |
Per |
Evaluation Fee Per Database File (Refundable if recovery service is used) |
$250 |
File |
Evaluation Fee Per Database Set (Refundable if recovery service is used) |
$500 |
File Set |
Complete File Recovery Service (Remote extraction and placement of files) |
$250 |
Hour |
Manual File Recovery Services (One Hour Minimum) |
$500 |
Hour |
Telephone and Remote Control Support Packages |
Cost |
Per |
Phone/Remote Primary Support (Per-Incident, One Hour Minimum) |
$250 |
Hour |
Phone/Remote Primary Support PrePay Option 1 (6 Hour Per Year) |
$1200 |
Year |
Phone/Remote Primary Support PrePay Option 2 (12 Hour Per Year) |
$2100 |
Year |
Phone/Remote Primary Support PrePay Option 3 (30 Hour Per Year) |
$5000 |
Year |
Phone/Remote Primary Support PrePay Option 4 (120 Hour Per Year) |
$16000 |
Year |
Support Modifiers |
Cost |
Per |
Primary Support Hours: 8AM - 5PM Central Time |
1x |
Normal |
Shoulder Support Hours: 6AM-8AM, 5PM-10PM Central Time |
1.5x |
Normal |
Overnight Support Hours: 10PM - 6AM Central Time |
2x |
Normal |
Weekend/Holiday Support: All Holidays, Saturdays, Sundays |
2x |
Normal |
Critical/Immediate Support Surcharge |
2x + $200 |
Normal |
On-Site Support |
Cost |
Per |
Normal On-Site Support Services (10-Hour Minimum) |
$250 |
Hour |
Overtime On-Site Support Services (10PM - 6AM Local Time, or over 10 hours/day) |
$350 |
Hour |
(After any on-site visit, receive 15% discount on Phone/Remote Support Bundle) |
|
|
Fixed-Rate Service Offerings |
Cost |
Per |
Remote Installation/Configuration of Currently-Supported Workgroup or Client
(Includes Zen v14 and Zen v15)
(New users also have 30 days of free support from Pervasive at 800-BTRIEVE.) |
$100 |
PC |
Remote Installation/Configuration of Currently-Supported Server Engine
(Includes Zen v14 and Zen v15)
(New users also have 30 days of free support from Pervasive at 800-BTRIEVE.) |
$250 |
Server |
Remote Installation/Configuration of Unsupported Workgroup or Client
(Includes PSQLv13, PSQLv12, PSQLv11, PSQLv10, PSQLv9, PSQLV8, PSQL2000i, PSQL7, Btrieve 6.x or Older) |
$200 |
PC |
Remote Installation/Configuration of Unsupported Server Engine
(Includes PSQLv13, PSQLv12, PSQLv11, PSQLv10, PSQLv9, PSQLV8, PSQL2000i, PSQL7, Btrieve 6.x or Older) |
$500 |
Server |
Actian Bug Report (Including start-to-finish handling of duplicatable issues) |
$250 |
Incident |
|
