We want your experience of using iO to be as simple and relaxed as possible. We have developed our yearly i-Care support service to give you increased peace of mind, responsiveness and value.

Let's face it, as much as we wish it were so, there is no such thing as the perfect computer and occasionally things do go wrong. Subscribing to our i-Care Service Programme will ensure that we will be there for you in those times when you most need it.

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A. Hardware Support

i-Care has been created to provide a way for you to be kept up to date with technology. This is a constantly changing area and our qualified technicians are equipped with the latest information and know-how to keep your computers running.

B. Software Support

The Info-Organiser is constantly striving to provide ways to be the easiest way to a paper less office. For this reason we will continually be updating and adding features to our software to guarantee you ever increasing savings in time, money, space and environment.

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• Info-Organiser Software technicians will support you in the resolution of requests in a timely and professional manner and where possible we will provide work-around solutions.
• Info-Organiser Software will provide support services on all "normal" business days; Monday to Friday from 9am until 5pm (EST) except on public holidays and the period between Christmas Day and New Year's Day (inclusive).
• Specific support pricing terms are detailed below.

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• Info-Organiser Software reserves the right to decline support of any software product that has been modified without Info-Organiser Software consent.
• Info-Organiser Software will not be responsible for integration or configuration of third-party software, hardware, network or operating environments not supplied by our company and/or our authorized resellers/distributors.
• Info-Organiser Software does not accept responsibility for any data loss. It is the responsibility of the end user to ensure adequate back ups are performed. We recommend that at minimum a daily back up of all Info-Organiser data is required.

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To enable Info-Organiser Software to respond to your software and database problems, we may require you to provide a test case, a copy of the database and sufficient documentation to allow re-creation of the software problem.

Info-Organiser Software will sign a mutually acceptable confidentiality agreement regarding the use of your data.

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In the event of the need to repair any corrupted database files that can sometimes result in a loss of information. Info-Organiser Software will advise you of the situation and seek your permission to continue with rebuilds and/or modifications to the data.

Upon accepting the terms in this agreement you acknowledge that Info-Organiser Software is not responsible for any loss of data.

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Info-Organiser Software strongly recommends that you perform regular back-ups (once a day is recommended) of the Info-Organiser database.

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• This support agreement extends only to licensed, registered software.
• Your support requests may be lodged with Info-Organiser via fax, phone or e-mail.
• We require the following information to assist in the verification and resolution of your support requests;
• What Operating System is used and on what workstations.
• The make and model of your scanners
• The version of Info-Organiser you use and the number of Licensed Uses.
• All additions or changes to Info-Organiser are required to be approved by Info-Organiser Software.
• Please ensure Info-Organiser is installed only on operating systems approved by Info-Organiser Software.
• Please nominate a person to be the Info-Organiser Caretaker, ie: the person who will be responsible for upholding the terms of this agreement.

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• Computer operations.
• Microsoft programs in use by your office.
• New Software installation.
• Software upgrades from the Internet.
• How to access shared files on a file server.

We can train person designated as Caretaker at installation in the above areas. Please contact your Info-Organiser Software Consultant when User training is required.

Click here to nominate an iO caretaker contact.

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• On-site Technical Support (unless covered by our Deluxe I-Care),
• Operator training,
• Third Party Software configuration/set-up issues,
• IT-related problems with your computers/servers,
• Your current operating systems or associated peripherals,
• Your computer network,
• Info-Organiser Software when installed in non-standard environments.

Failure to provide adequate information may result in charges for time spent investigating and duplicating the problems by the Info-Organiser Software support technicians

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It is Info-Organiser Software policy that any support requests that fall outside the terms of this support agreement must be approved and signed for by your authorised representative before the support can be carried out.

All charges incurred that are found to be directly caused by Info-Organiser in its appropriate day-to-day use will not be charged (excluding charges relating to on-site visits).

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You have a choice of two i-Care Support products:

Premium i-Care and Deluxe i-Care:

• Premium i-Care will give you:

  • Year round normal business hours telephone and e-mail support for Info-Organiser related requests from our qualified technicians.
  • Automatic upgrades to iO as they become available.
  • Exclusive offers and discounts on scanners and hardware.
  • Priority response to all on-site service requests.

  Premium i-Care Investment:

  • Annual Charge of $120 per user;
  • For those who have more than 10 users, an option to pay in 12 Monthly Instalments (fee available upon application).

  Please Note: all iO users currently registered with i-Care will automatically be upgraded to Premium i-Care status at no additional charge.

• Deluxe i-Care will include:

  • All the features of Premium i-Care as listed above, PLUS:
  • A pre-purchase of 10 hour packages of on-site support (normally $1,500 plus GST) for only $1,200 plus GST
  • No call out fee (normally $55 plus GST)
  • Priority support outside of normal business hours

  Deluxe i-Care Investment:

  • Annual Charge of $120 per user plus $1,200 per 10 hour package.
  • An option to pay in 12 Monthly Instalments (fee available upon application).

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A. Annual Charge Option

Your i-Care subscription will commence once installation of Info-Organiser is complete. At that time you wil be invoiced once only for the full amount for 365 days in advance of support. The month before your subscription is due to expire you will be sent a reminder letter and invoice with the option to renew your support for another 12 months.

B. Monthly Instalment Option

The subscription fee for monthly instalments is available upon application for organisations with 10 or more User Licenses. Applicants will be required to complete credit history details and pass a credit check. Payments will be deducted each month for 12 months from a nominated bank account or credit card. A monthly administration fee will apply.

The month before your subscription is due to expire you will be sent a reminder letter and invoice with the option to renew your support for another 12 months.