Support and updates
How we keep Avsaro running for you
You get Avsaro together with hosting and support from Assist2go. Here is how we do that and what you can expect from us.
What you get
The portal, hosted and managed by Assist2go, at its own address, with its own database.
A backup of your data every night. We keep track, per client, of which version is running and whether everything is in order.
Updates and maintenance, so Avsaro stays current and keeps working well. If something does not work because of a fault in Avsaro, we pick it up at no cost. This does not count against your budget.
A support budget of 1.5 hours per month for your questions, guidance and investigation.
What you can expect from us
- One point of contact: Assist2go, through info@assist2go.nl or the contact form.
- A clear answer about what can and cannot be done.
- A message at the latest 5 working days after you have used 75 percent of your support budget, and another one when it is used up.
- Every month an overview of the time spent, even when it was little.
- No charge for extra work without your approval in advance, except in an urgent case as described below under extra work.
How we work
We keep watch
We check in the background that everything runs well. We do that even when you do not call, and that time does not count against your budget.
Updates at night
We run updates at night whenever we can, so you notice them as little as possible during the day.
Wishes
If you want a certain feature, we are glad to hear it. We look at whether it fits and include it in a later update if it is feasible.
Your support budget
Each month you have 1.5 hours for questions, guidance and investigation. We record the time in quarters of an hour. If you have used 75 percent, you get a message at the latest 5 working days later, and another one when the budget is used up. Within the first 5 working days of the next month you get an overview. What you do not use does not carry over to the next month.
What counts as extra work
If your support budget for the month is used up, you can keep asking. We tell you in advance how much time we expect to need and start after your approval by email, at an hourly rate that you get on request and that we agree in advance in a quote. The exception is an urgent measure to limit damage or a security risk outside Avsaro: then we act first and tell you within 1 working day. Work outside the subscription is extra work too. Examples:
- Support beyond your budget of 1.5 hours per month
- Custom work, such as a new feature, a different report or a different quote layout
- Extra integrations with other systems
- Taking over clients, quotes or invoices from another system
- Training or a workshop for your team
- Fixing problems caused by changes made by you or by a third party
- Work on your own hardware, network, website or mail outside the portal
What this costs is on the Pricing page.
Questions about support and updates
Do I have to install updates myself?
No. Avsaro runs in your browser and we carry out the updates, at night whenever we can.
How do I report a fault or ask a question?
Send a message to info@assist2go.nl or use the contact form. You reach Assist2go directly.
Can I submit a wish?
Yes, the same way. We include a wish in a later update if it is feasible.
What if I need more than 1.5 hours per month?
Then you can keep asking. We tell you at 75 and at 100 percent and say in advance how much time we expect to need. We only start after your approval by email, in steps of a quarter of an hour. A fault in Avsaro itself we always fix, at no cost.
What counts towards the budget?
Your questions, guidance, investigation and help with your settings and integrations. Hosting, backups, updates, background monitoring and fixing faults in Avsaro itself do not count against the budget.
How do I see what I have used?
You get a message at 75 and at 100 percent of the budget and, within the first 5 working days of the next month, an overview of what we did and how much time it took. On request we send the record per request.
See how this works in practice
Try Avsaro yourself or request a call. We are glad to explain what you can expect from us.
No account or sign-up needed: enter your name and email and you are in your own demo straight away. After 30 minutes everything is wiped.