Terms and Conditions

Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice. Priority Support is available only to registered QSupport Advance Helpdesk members with paid support incidents for currently supported versions of software.

Data Access Worldwide reserves the right to limit each Priority Support or Callback contact to 20 minutes and to one question or issue ("incident"). An incident is defined as:-

(a) a single issue or problem that you ask a support representative to analyze or resolve;
(b) a product usage question that involves a single topic or one QuickBooks report, or
(c) a single question on a specific bookkeeping topic.
 
The support representative will determine how many incidents will be handled during the course of the Priority Support Ticket. Support is limited to installation and functionality of the product. If you need consulting or programming assistance, we have fee based solutions starting at A$154.00 per hour. For One-to-One Telephone & Email support there is a A$33.00 Priority Support Incident fee. Callback telephone support is A$66.00.  

(1) Due to the Australian and USA Time Zone differences, both Priority Support and Standard Callback Support is only available for these limited hours only:

Nevada, USA           QDeveloper HelpDesk Local Time: Melbourne, Australia
Monday-Friday         Tuesday-Saturday
3:00pm - 6:00pm DST   8:00am -  11am   / 9:00am -  12noon DST
3:00pm - 6:00pm       9:00am -  12noon / 10:00am - 1pm DST

(2) You must lodge a Online Priority Support Incident Ticket outlining the problem before requesting Callback Support. Additional terms and conditions apply.

(3) Hours of support may vary occasionally due to downtime for system and server maintenance, company events, observed United States or Australian holidays, and events beyond our control.

(4) QuickBooks-specific error messages that tell the customer to call Intuit technical support, errors that prevent the opening of your data file, errors that close QuickBooks, and error messages that contain the code "C=" are not supported by Data Access Worldwide and you need to contact Intuit directly for a resolution.

(5) Data Access Worldwide guarantees that a technical support representative will respond to a One-to-One Priority Support Incident within 8 hours after the Priority Support Ticket is placed in the support queue. Data Access Worldwide does not guarantee that it will provide resolutions to questions within the guarantee period. Response times are not guaranteed during downtime for systems or server maintenance, company events, observed United States or Australian holidays or events beyond our control. If a support representative does not respond within the guaranteed response time, Data Access Worldwide will provide free support for that Priority Support Ticket.