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Annual Software Maintenance

Maintenance = Upgrade Protection

& More...

By purchasing your LeaderGuide Pro™ License Keys with Upgrade Protection you are including Annual Software Maintenance (ASM) for those keys.

CLICK HERE to ADD Maintenance to an existing license or to RENEW Maintenance. If you need an invoice, please contact us.

What does Maintenance provide?

Maintenance pre-pays for, at a discounted price, for 12 months:

  • Software upgrades to new releases of your licensed product that may be issued by Great Circle Learning during the 12-month term of your Annual Software Maintenance
  • Compatibility upgrades to the appropriate edition of your licensed LeaderGuide Pro™ product(s) if your version of Microsoft Office changes and a compatible version of LeaderGuide Pro™ exists
  • Limited Incident Resolution service, which includes: 1 Install Issue Technical Support; and 1 Registration/Activation Issue Technical Support, and 1 Product Functionality Issue Technical Support (See About Incident Resolution below to learn more)

Why do I need Maintenance?

This is important... it saves you $$$

  • If your version of Microsoft Office changes, then your LeaderGuide Pro software & license key will no longer work
  • If you have Maintenance, then you just let us know we'll get you all set with the Office-compatible edition of LeaderGuide Pro™ you need
  • But if you don't have maintenance, then you will need to purchase the edition of LGPro that is compatible with your new version of Office at the price listed at that time (and our prices do change)

And, should you require our technical assistance, you will have Incident Resolution service pre-paid for.

Term - How long is Maintenance good for?

Maintenance runs for a 12-month term, and is renewable annually at the then current rate. The term begins when payment is received.

Automatic Renewal - Save $$$ - Say "Yes" to Auto Renew

If you ask us to Auto Renew your Maintenance, we will:

  • Charge your credit card on your renewal date
  • Or invoice you prior to your renewal date
  • At the same rate that you purchase maintenance at today

You may cancel Auto Renew by contacting us and requesting cancellation of this service.

Products eligible for Annual Software Maintenance

  • LeaderGuide Pro™ Plus
  • E-LeaderGuide Pro™ Solo
  • LeaderGuide Pro™ Solo
  • Participant Pro™ Solo

Your coverage will relate to the specific products you hold licenses to.

What is NOT covered by Annual Software Maintenance?

  • User Training
  • Diagnosis & repair of issues in users' files
  • Development of custom install routines or any other customization of the LeaderGuide Pro™ software to accommodate unique user environments

About Incident Resolution

Overview

All of the LeaderGuide Pro and zAPPps-apps software products are add-ins to Microsoft Office. They install and run in compliance with standard Microsoft protocols.

You could experience difficulty running LGPro if your company has customized:

  • how Office is installed and runs, and/or
  • how your drives are mapped, and/or
  • how you interface as a user in your environment.

Such issues are not inherent problems with LeaderGuide Pro and Annual Software Maintenance provides only these limited technical services to help your IT staff resolve them:

  • 1 Install Issue Technical Support
  • 1 Registration/Activation Issue Technical Support
  • 1 Product Functionality Issue Technical Support

LeaderGuide Pro™ is carefully tested before release. Incidents due to "bugs" in the software are rare. Most Incidents relate to unique system configurations.

What is Incident Resolution?

Incident resolution addresses technical issues.

Incidents are situations where your IT staff requires our intervention to help diagnose problems and to provide technical guidance related to:

  • Installing the software
  • Activation, Registration and Deactivation
  • Product functionality technical errors

Incident resolution does NOT include:

  • user training
  • diagnosis of problems in files issues caused by user error
  • repair of user files

How to report Incidents

Customers with Maintenance may submit incidents by sending an email with all relevant information to:

  • help [at] leaderguidepro [dot] com

Information Required when Reporting an Incident

  • Company name
  • Name, e-mail address & telephone number of person initiating the Incident
  • Product that is of concern
  • Operating System and version of Microsoft Office
  • Detailed description of the issue and the specific symptoms that occur
  • Screen shots of Error Messages, if any

How is Incident Resolution service provided?

Customers with Annual Software Maintenance in place will receive email and telephone-based problem resolution support services during our normal business hours, supplemented by web meetings when deemed necessary by Great Circle Learning, and assuming customers can access the web meeting service utilized by Great Circle Learning.

Great Circle Learning Business Hours

Monday - Friday, 8 a.m. - 5 p.m. EST

We are located on the east coast of the United States. Our normal business hours are Monday – Friday from 8 a.m. – 5 p.m. Eastern Standard Time. Our business hours will vary during holidays.