Support Plans

Sage Endorsed Solutions are published by other software publishers, like Delphia Consulting, and are certified by Sage and sold by Sage, like Delphia’s Sage HRMS HR Actions, Sage Time and Attendance (TimeStar).

As an Independent Software Vendor (ISV) and Sage Endorsed Development Partner, Delphia Consulting develops standalone software (i.e., TimeStar™, miviva™) and software that extends the functionality of Sage HRMS and other Sage products. Whether our product is Sage Endorsed or not, we strive to deliver the highest quality of service to our users and partners.

A Software Service Plan is included with every purchase or subscription of Delphia-developed software to provide regular updates and general support.

Software Service Plans include:

• Software upgrades and enhancements
• Unlimited support during core business hours
• Access to Delphia’s dedicated support team
• Annual system check to improve the performance of your products
• On-demand appointments scheduled at your convenience

For complete details review the Delphia Business Care Feature Sheet

Service Plans do not include:

• Software installation
• Sofware implementation, configuration, and system setup
• Software training

Delphia’s Software Service Plans are sold subject to the term and conditions of the Delphia End User License Agreement.

To request support, please complete the following web form (please bookmark this URL in your web browser):

https://www.delphiaconsulting.com/request-support/

Support is provided Monday – Friday 9:00 a.m. – 5:30 p.m. Eastern Time.

Terms and Conditions

A TimeStar Time Clock Support and Maintenance Plan is required for time clocks to communicate to the TimeStar or Sage Time and Attendance software. If an annual Support and Maintenance Plan is allowed to expire or lapse, your equipment will cease to communicate with the TimeStar or Sage Time and Attendance system and we will not be able to provide further support for your clocks.

If your Time Clock Support and Maintenance plan expires and you seek to reinstate support after a lapse of ninety (90) days or more, you will be required to pay a reinstatement fee plus the lapsed months of support for such reinstatement and the reinstatement date will become your new renewal date.

Requesting Support

To request support, please complete the following web form (please bookmark this URL in your web browser):

https://www.delphiaconsulting.com/request-support/

Support is provided Monday – Friday 9:00 a.m. – 5:30 p.m. Eastern Time.

Warranty Coverage

The TimeStar Time Clock Support and Maintenance Plan provides warranty coverage for qualifying time clocks (IT11, IT31, IT51, and GT4 clocks) for a period of seven (7) years from the Original Purchase Date (“Additional Warranty Period”) so long as you maintain your TimeStar Time Clock Support and Maintenance Plan in good standing during such Additional Warranty Period.  Warranty coverage protects you against hardware failures due to defects.  At Delphia’s option, we will correct an issue with your time clock remotely, repair the time clock, or replace the time clock with the same or newer model.  If a time clock is replaced with a new time clock under the TimeStar Time Clock Support and Maintenance Plan, the “Original Purchase Date” for the replaced time clock resets (“Replacement Date”). For example, if a five-year-old clock is replaced under warranty coverage, the Additional Warranty Period will be a full seven years  (not two years) from the date the replacement clock was shipped, the Replacement Date.

The cost to ship a loaner or new replacement clock is not included in the TimeStar Time Clock Support and Maintenance Plan. You will be invoiced separately for shipping charges, typically $25 per clock if shipping within the lower 48 states.

For the avoidance of doubt, warranty coverage excludes defects arising as a result of (i) your failure to follow any written instructions provided by us as to the storage, installation, commissioning, use, or maintenance of the time clock; (ii) your or your service providers’ alteration or repair or attempted alteration or repair of the time clock without our written consent; or (iii) your willful damage, gross negligence, or abnormal working conditions that affect the time clock.

For clarity, we will provide support for time clock communication with the TimeStar or Sage Time and Attendance software, but will not provide warranty replacement or repair to time clocks after the Additional Warranty Period expires, i.e., seven years after the time clock’s Original Purchase Date or Replacement Date.

Loaner Time Clocks

If a time clock is defective and can’t be repaired remotely, the TimeStar Time Clock Support and Maintenance Plan provides for a loaner time clock until we either fix or replace a clock under the plan’s warranty coverage.

Requests for loaner clocks received by 11 AM Eastern Time generally will ship that business day.

All loaner units must be returned within 14 days of receiving your new or repaired unit. If the loaner unit has not been returned within this time period, a service charge of $50.00 will be added for each business day the loaner unit is not returned.

Please do not ship time clocks to Delphia Consulting’s headquarters in Columbus Ohio. Your support representative will provide the address to which you should ship time clocks when returning them to us.

What’s Not Covered

The TimeStar Time Clock Support and Maintenance Plan does not cover:

• parts or service required as a result of abuse or misuse, i.e., spillage, dropping, strikes or blows, lack of proper maintenance, floods, fires, or other acts of nature.  Delphia reserves the right to refuse repair of clock replacement based on these “other acts of nature.”
• does not provide for parts or labor necessary to install or re-install time clocks.

All parts and services not covered under the TimeStar Time Clock Support and Maintenance Plan will be billed at the prevailing rates.

Premium Support and Training from Delphia Consulting

Annual subscription that gives you unlimited access to certified support technicians for up to 20 minutes per incident. You never have to hesitate to pick up the phone when you have a quick question. When you call, you talk directly with a certified support technician, not a call center support representative.

For more information about Premium Support & Training contact sales