support maintenance definition
The purpose of this document is to outline the restrictions specific to the services provided by the TAS Software Support Team. This document should be referenced in conjunction with the ‘Sage Hibernia Terms & Conditions of TASCover’ found at www.sage.ie/legal
Terms of your TAS Support Contract
The details below apply to TAS Books 1,2 & 3 and FirstBooks customers who have an active (i.e. fully paid) TASCover Support Contract.
Within the specified dates of your TAS Maintenance Contract the agreement entitles you to the following:
- To contact our Technical Support Helpline during operating hours
- To access the TAS Support Section of http://www.tassoftware.ie/support/
- Response to e-mailed support queries within 24 operating hours
Please Note: The service is intended to assist you with technical queries relating to the use of your TAS Books 1,2 or 3 software. The support service is not intended to replace a reasonable level of operating knowledge of the programme. While we will endeavour to support you in your use of the software, it is expected that you will also endeavour to develop an understanding of how to use the software via either taught courses or self-training.
Operating Systems
TAS Books 1,2 & 3 and FirstBooks supported Operating Systems:
Windows 2000 Professional on Version 7 and below
Windows XP Professional with Service Pack 2 and above
Windows Vista Business Edition
Selection of non-supported Operating Systems :
Windows 95
Windows 98 SE (Second Edition)
Windows ME
Windows NT 4 with Service Pack 6
Windows XP Home Edition
Windows XP Professional without Service Pack 2
Windows Vista Home Edition / Media Centre
Linux
Apple Mac
Please note: Sage Hibernia maintain a policy of withdrawing support for any Microsoft Operating Systems which are no longer supported by Microsoft. Issues relating to unsupported operating systems may not be resolved by Sage Ireland Software Support or Software Development Teams. Visit www.sage.ie/legal for more information.
Networks
TAS Books 2 & 3 versions 7 and below are supported only when installed on Client/Server networks. The following network configurations are not supported:
Peer-to-peer network
Citrix client/server network
WAN (Wireless Area Network)
Any remote/terminal network
TAS Books 2 & 3 version 8 are supported only when installed on Client/Server networks and peer-to-peer. The following network configurations are not supported:
Citrix client/server network
WAN (Wireless Area Network)
Any remote/terminal network
Any network settings, mapping drives or connectivity queries are not supported by Sage Hibernia. Queries of this kind must be referred to your IT department or Network Administrator.
Please Note: TAS Books 1 and FirstBooks are available as a single user only.
Internet
TAS Books 1,2 & 3 and FristBooks require Internet Explorer v6.x or higher. Any versions lower than v6.x will not be supported.
Email Clients
MAPI compliant email clients are required to use the email functionality in TAS Books e.g.: Microsoft Outlook and Lotus Notes
Any non-MAPI clients will not be supported e.g.: Google, Yahoo and Hotmail
e-mail services.
Printers
TAS Books will only print correctly on the printers below:
- Wide-carriage dot-matrix printers
- Laser Jet
- Ink Jet
Reports will not print correctly on the types of printers listed below
- Narrow-carriage printers
- Non-Sage PDF printers
CD Burning
If you require assistance with burning a backup to a CD you will need to contact your IT department or the manufacturer of your CD burning system.
Banking Software
Dave said: With a TAS e-payment plug in you can take payment information from your TAS program to send to your banks internet or pc banking software.This helps cut down on errors because you don’t have to manually re-enter the info into your banking software.
TAS e-payments plug-ins can work with software from all the major banks in Ireland.
If you need help in setting up or using your banking software you will need to contact your bank. If you have any error message when importing your payment file into the bank software let us know what it is and we will see if it is something we can help with.
TAS Software Integration with Quickpay
Setting up Payroll Integration to your accounting system can be complex as a result of the need to adapt to the individual configuration of your own nominal ledger. For this reason, the setup of Nominal integration in Quickpay it cannot be handled over the phone. Please refer to the Knowledgebase Article on Nominal Integration available from our website.
If you require on-site assistance please contact our sales team on 1800 255 300 to arrange a consultation with our Professional Services Team.
Webex
Webex is a support tool that support use to remotely log in to a customer’s PC to assist with troubleshooting. Remote Support provides a rich and dynamic environment for conducting real-time customer support sessions over the Web. Support can view and remotely control a customer's applications or entire desktop to analyse and resolve technical issues. This tool is only used if the standard trouble shooting alternatives have been exhausted. Webex is for viewing the customers information and running utilities etc…Please be aware this tool can not be used as a tutorial tool .tutorials are carried over through webinars please contact business advise on 1890 88 20 60 choose option 4.