SOFTWARE CONNECTION SUPPORT AGREEMENT

Support is available per the guidelines below. Talk live to one of our technical support representatives by dialing (888) 486-4343 and following the prompts to technical support for your product. If you prefer to create a support ticket, please simply email Support@SoftwareConnectionLLC.com

Support is available for Kennel Connection 7 software only. If you are using an earlier version of the Kennel Connection software and are having issues, please contact Sales@SoftwareConnectionLLC.com for upgrade pricing.

Authorized User Definition: A business owner is allowed to add authorized users to their account held on file with Software Connection. These authorized users hold the same privileges as the business owner when it comes to contacting Software Connection. They are able to change payment methods, set themselves as administrators in KC, change login credentials for KC websites, request password resets in the KC software, add other users as authorized users and more. Anyone not listed as an authorized user will be referred to the business owner or a listed authorized user for these requests. Please be sure to notify us immediately if these users change.

For anytime assistance, please be sure to bookmark our knowledgebase at https://help.softwareconnectionll.com 

IMPORTANT! Support is only available for a system that is configured to our guidelines. If you are not running the latest service release, our support team may require you to update to the latest version before assisting.

Please note that if your issue is more urgent, we encourage you to email Support@SoftwareConnectionLLC.com and also contact us by phone.  Click this link to see all the methods to contact support along with recommend methods. Contacting Support

Support Plan Pricing:

·         If you are on one of our monthly subscriptions such as Standard, Pro or Platinum, the support pricing is included.

·         If you are on a legacy pricing structure, support can be purchased annually. *Please note support only plans are no longer available. If you cancel a support only plan or let the subscription lapse, you will need to sign up for Standard, Pro or Platinum monthly or annual plans. 

·         A valid support plan is required for use of our add-on features and for any support or training team assistance.

Support Availability:

Live Support: Live support is available during our business hours which are Monday through Friday from 8 AM to 5 PM EST excluding holidays.

After-hours Emergency Support: Emergency support is available nights, weekends, and US holidays, per the guideline listed below.

After-Hours Support Policy Guidelines:

After-hours support is available for emergencies only and must be submitted via the After-Hours Support form in the HERE. After Hours Support submissions will be reviewed by the on-call technician who will determine the nature of the issue and respond accordingly. Emergencies are defined as your product will not start on ANY computer, or you are unable to print on any computer. Please review the KnowledgeBase or for further information about resolving a non-emergency issue.

Support submissions to our support team after-hours that are deemed to be not of an emergency nature will receive notice of such. Please contact the office during regular business hours. Please visit the KnowledgeBase for further information about resolving a non-emergency issue.

If your after-hours submission is in fact deemed an emergency, you will receive an e-mail response within an hour. If you are unable to resolve your issue from any suggestions the technician sends you, a phone call may be necessary.

If the technician cannot resolve the issue from the phone call, a remote session may be necessary and you may need to wait an extended period of time for a technician to get back to you from a computer to conduct the remote session.

Issue tickets received between the hours of 12 AM and 7 AM EST may not be returned until after 7 AM EST.

Support will not be provided if your support plan is not current or you are not on a monthly or annual software subscription. You will have to wait until the next business day to subscribe. 
New and replacement computer installation support is not considered an emergency. Installation assistance for new or replacement computers must be scheduled during normal business hours.

Support Notices & Policies:

Support products are non-refundable and non-transferrable

There are no refunds for any support plan or subscription plan. Support fees paid along with current support plans cannot be transferred to any other business or location.

Support covers Software Connection LLC products only

Server, network, printer or computer issues such as but not limited to, Service Pack or Windows update installations, SQL Server software troubleshooting, terminal services(RDS) configurations, remote desktop configurations, Cloud configurations, domain setup or any set up other than a physical computer located at the physical address on file with Software Connection LLC or a basic client/server computer network configuration are not supported and we will be unable to provide support on those issues. It is recommended that you contact your local computer repair representative for assistance. We are not responsible for issues caused by the environment that the customer or any representative of the customer chooses to use. Any issues that we are unable to reproduce in our testing environment may indicate an issue in the environment in which the software is currently installed at your location. This may require you or your computer repair representative to install our software on a clean, standalone machine to use to rule out or confirm environmental issues as being the cause of problems. While we support our products, our products run on your computer with a Microsoft operating system. We cannot and will not guarantee a fix for our software if the issue is being caused by an issue with your computer, network, outdated operating systems, installed software and anything else that may cause issues and you may be required to bring in a local computer technician. 

Product Support Plan covers phone, email, chat and remote support only

In most cases we can log into your computer remotely and take care of many common issues for you. However, you must have high-speed internet access going to the affected computer. If you do not have Internet access at your shop and have no means of retrieving any files, updates, or remote support, you may be required to visit a location with Internet access to obtain necessary files or service. The Software Connection LLC technician reserves the right to terminate remote support if speeds or connection stability are not acceptable or can refer you to a local computer technician (of your own choice) for issues deemed unrelated to the Kennel Connection software.

Product Support Plan covers your facility installation only

Your support plan only covers the SC product installation at your facility per the address we have on file and the software and database must be physically located at that address. Home installations are not covered under the support plan. Service for home installations can be provided, but either for a fee or with a site license.

Training

Our support team is here to assist you with answering questions and day to day usage help with your Kennel Connection software. Call us at 888-486-4343 or email us at Support@SoftwareConnectionLLC.com to speak to a representative or to setup a training or demo appointment. Alternatively, you can always visit our knowledgebase for answers to most of the common questions. https://help.softwareconnectionllc.com/support/solutions

Kennel Connection Live Access & Client Portal/Online Reservations

If you are unable to connect to your Live Access system or your OLR system is down and it's outside of our business hours or a Holiday, please first run through this help article including a reboot of your computer that the Live Access was installed on as a last step: Restore Live Access Connection. If after attempting all steps in that article you're still having connection issues and you've verified your computer have a successful connection to the Internet, please submit your issue here: Report Live Access or OLR Connection Issue. Be sure to include any error messages you may be receiving. Failure to provide information accurately may result in no call back.

Database policy

Software Connection LLC is not responsible for and will not be held responsible for your database. It is your responsibility to ensure that you have a backup of your database (nightly, on different media, is recommended), that your backup media is functioning properly to store your backup and that your backups being created are valid and not corrupt. On the rare occasion that your database becomes corrupt, you will need to restore from a backup that you created. Your support plan does not warrant that Software Connection LLC will be able to recover your damaged database. At any time with or without review, Software Connection LLC reserves the right to defer all database’s requiring repair to an external non-affiliated SQL DBA.  Any databases that Software Connection LLC development team attempts repair on are subject to a $199/hour development fee and no guarantee will be made those repairs will be successful.

Computer networking policy

Software Connection LLC is not responsible for the physical networking of your computers. Prior to the product support team assisting you with networking your KC product, your network must already be completed and all computers communicating with each other. If there is no communication between your computers, we will attempt to resolve this for you, but this is not something covered under our support scope. If we cannot get the computers communicating, you will be referred to a local PC technician of your choice to solve the issue.  

For troubleshooting purposes, you may be required to completely uninstall any third-party anti-virus software or firewall components to determine if they do or do not play a role in connectivity or latency issues. Uninstallation and reinstallation are up to you and/or your PC technician and is not covered under our support scope.

We are unable to assist with setting up Remote Desktop or any other sort of connection between your physical locations and database.

Assistance is not available for installations that are not completed per our product installation and networking guidelines.

Hardware

The Kennel Connection software is designed to work with only certain hardware. Our support team will do it’s best to assist you with hardware installs and any issues. However, many times it may be a local computer issue or an issue with the actual piece of hardware itself. In that case, we reserve the right to refer you to a local computer technician or directly to the hardware vendor for further assistance.