Service
Program
Introduction
The ACUMEN Service Program ensures that you always
have access to our latest technology, have the information
you need to maximize your system investment, receive
professional, attentive support, and are able to fully
contribute to the future development of the ACUMEN system.
Most software vendors charge an annual maintenance fee
and sell expensive upgrades of new versions. The ACUMEN
Service Program is an excellent value because one monthly
service fee covers maintenance, support, and all
new ACUMEN versions at no additional charge. For pricing
and program details , please contact us at 505-983-6463
x618 or sales@cyberwolf.com
Service Program Benefits
- All new ACUMEN versions are available at no extra
charge. The latest version of ACUMEN can be requested
at any time from your Support Rep.
- No charge for 4D Server engine upgrades.
ACUMEN runs on 4D Server. All 4D Server upgrades are
purchased by CyberWolf and supplied to you at no extra
charge.
- A specified amount of free monthly support.
Every month you receive a specified amount of free
support determined by the number of licensed users.
See the ACUMEN Products, Services, and Prices booklet
for details.
- Designated Support Rep. You are assigned
your own Support Representative who over time becomes
familiar with your operations. This enables CyberWolf
to provide personalized technical and business support
that is superior to the common queue-based system
used by most software vendors.
- Remote Screen Sharing. CyberWolf
uses secure remote screen sharing for rapid problem-solving.
Our Support Reps can view and control, only with your
permission, any computer on your network within minutes,
allowing them to directly diagnose issues and guide
you swiftly to a solution.
- Mission Critical Support. ACUMEN is a mission
critical system. We have team-based protocols in place
to absolutely minimize any potential downtime.
- Free subscriptions to the ACUMEN NUG. The
ACUMEN NUG (Networked Users Group) is an eMail list
forum with more than 300 participants from the publishing
industry. The NUG allows professionals to communicate
and share their knowledge on a wide variety of ACUMEN
and industry related issues. CyberWolf support, network
services, and development personnel also participate.
- Access to ACUMEN Client Connect. This password-protected
area is for ACUMEN Book clients. Client Connect includes
details about new versions of ACUMEN Book and how
to order them, as well as, NUG archives and future
development plans. Clients can directly contribute
to ACUMEN's improvements through the Development Center's
Collaborative Funding Pools™ (CFPs). This exciting
technology enables participants to jointly fund the
product development they need at a fraction of the
normal cost of custom programming. CyberWolf has obtained
an exclusive license to use CFPs in the book publishing
industry from NonZero LLC.
- Subscriptions to the ACUMEN Pipeline. Our
eMail newsletter covers a variety of ACUMEN-related
technology issues. It is written by senior CyberWolf
staff and is published periodically.
A Publisher's Perspective on the ACUMEN Service Program
David Gray purchased ACUMEN in 1992, within months of founding his publishing
company, Gray & Co., which focuses on Midwest regional
guide and gift books. Here's what he had to say about
the ACUMEN Service Program in a recent unsolicited eMail
posting —
"One of the best parts of the ACUMEN package is the ongoing development. There is a monthly support fee, but you really get something in return. We don't have to wait for annual updates - there are new features and improvements being developed constantly. And there's a real openness to customer feature requests. They don't all happen, or even happen right away, but they are closely listened to and considered, and as they're implemented the software keeps getting better. I think of ACUMEN like our lawyer and accountant - an ongoing professional partnership, not just a customer/vendor arrangement."
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