We are listening!

We've developed a new Support program to better serve you.   A portion of your Maintenance & Support dollars are now allocated for your support assistance and delivered under a “Block Time Agreement”. You now can call TSC’s Support Team for any issue and all time spent responding to your issues will be allocated against your district’s Block Time Agreement.

In addition to day-to-day support, you can have TSC provide mini-training sessions, consult on an unusual business problem, authorize small enhancements and deal with computer issues; all through utilizing your Block Time Agreement dollars.

Why has TSC made this change?

Over the years the business processes and technology required to run a school district have become increasingly complex. TSC Software has also evolved to handle these complexities. Our original Maintenance & Support Agreement was a "warranty" policy that provided only assurance that the software be bug-free and support assistance to explain how to run a specific program. Many of the issues that users call TSC’s Support Team about are no longer "how" to use the software but requesting assistance to resolve a business problem using our software. Many school districts have experienced staff turnover which has resulted in more training questions been posed to the Support Team. As a result some of your support issues have not been covered by the Maintenance & Support agreement.

Effective July 1, 2006 TSC's support will be offered through a "Block Time" system. This means that each year, a portion of your annual fees are set aside in a budget to pay for your support calls. When you phone in for support issues, we charge our time working on the support issue against that budget. If the support issue identifies a bug in the software, your block time budget is not charged. If your budget is depleted before the end of your fiscal year then your district must deposit additional funds. Any support dollars not used in a fiscal year are carried forward to the next year.

TSC will send out Reconciliation Reports to inform Districts of their support usage and monies remaining in the “Block Time Agreements”.

For more information on Block Time Agreements contact Karen Turner at TSC.