Support -FAQ
Frequently Asked Questions & Answers
- Why do I need a password for AIMS?
- Can I get hands on training?
- Why is my matrix printer slow under Windows?
- What printers do you recommend for use with AIMS?
AIMS Password Policy
Installment Payments
All customers who finance any portion of the AIMS software license with installment
payments are required to have a recurring system password (that can only be obtained from
us), until they have completed paying the balance on their contract. After the
balance is paid in full, the password is optional.
Maintenance Contracts with Passwords
Contract maintenance payments must be received on or before the contract start date.
We developed the password system to enable customers to be sure their contract
remains in force with timely payments. Customers who elect to have a password, are given a
password with an expiration date, good for the length of the maintenance contract. Most
customers pay quarterly, but the contract can be for any time period. We offer a 10%
discount for contracts of 12 months or longer. Customers with maintenance contracts are
exempt from any rate increase for the entire term of their contract, and they can download
unlimited software upgrades from our web site with no password required during the
contract period.
Maintenance Contracts without Passwords
We offer the exact same benefits to customers who want maintenance contracts without
passwords. The only difference is that, since the software has no expiration date, the
customer is required to get a new password whenever they download a software upgrade. This
is how we prevent unauthorized users from running the latest copy of our software without
paying for maintenance.
Password Notification Message
For systems requiring a periodic password, AIMS will display an on screen message with
the number of days remaining with each login. If you have paid your account, contact our
office and you will be given a new password that will be good until the due date of your
next payment. You will not need any other passwords for that entire period.
Non-Maintenance Customer Support
It is our strict policy that companies with a legally obtained license for the AIMS
software that elect not to pay for software maintenance will only receive support at the
non-contract rates. These rates are substantially higher and require pre-payment
before any support is given. Furthermore, non-maintenance customers are not
entitled to a new software upgrades. Therefore, if it turns out that we have
corrected the problem in a more current release of AIMS, the non-maintenance customer
could not get the upgrade unless they reinstate a maintenance contract.
Reinstatement is always retroactive the date of cancellation, and subject to any
applicable rate increases.
Comment
Support is the most important product we offer because it is the lifeline between us
and our customers. Since 1984, the AIMS system has been a work in progress.
While it cannot be denied that we sometimes introduce bugs into the software because we
have made programming changes to add or enhance features in the system, that is true for
all software developers. Generally, those types of problems are corrected within
hours of their discovery. If the world was standing still, then AIMS would have been
“finished” long ago. The good news for all of us is that there is still work
left to be done.
Training & Support
Hourly rates
For customers with software maintenance agreements the rate is $95 per hour during
normal business hours, and $140 per hour for other times. For non-maintenance
customers, the rates are higher.
Training at our location (Santa
Ana or downtown Los Angeles)
We charge only the applicable hourly rate. The minimum appointment is one hour.
Payment
Payment for all training is in advance.
Cancellations
You may cancel an appointment for local area training at anytime with 24 hours notice
without penalty. Otherwise, you are subject to a cancellation charge equal to 50% of
your scheduled appointment.
Payment Policy
Before we travel to your site we must receive full payment for the scheduled training
days and the airfare. If you cancel the training, we will refund all of your money
except for any expenses we incur such as travel cancellation penalties. We will bill
you for other travel related expenses including hotel and rental car.
Online Support
Regardless of your location, we also offer support and training via modem. You
must have a licensed copy of pcAnywhere, available from most software retailers, and the
necessary equipment to allow us to connect our computer to yours for online training.
Installation of the software and hardware and its' proper operation is your
responsibility. If you have a maintenance contract, online support will be billed to
your account. Otherwise, you must prepay for one hour at the non-maintenance rates.
Why is my matrix printer so slow under Windows?
This information is on the Epson website. Visit www.Epson.com for more information.
Since Windows sends everything, including text, graphically to the printer, it will
not send out the code for bi-directional or draft printing when using the standard Windows
driver. It does this to ensure the graphical letter quality text isn't mis-aligned by the
print head printing both directions. The printer prints in faster bi-directional mode in
DOS because the data is not sent as graphics. It uses the internal fonts programmed in the
printer.
Only the newer EPSON ESC/P2 scalable font printers can use the printer's internal
scalable fonts or draft mode for faster printing. For earlier model printers, the only
possible way to print faster under Windows is to try using the generic text only printer
printer driver supplied with the Microsoft Windows software or by reducing the print
resolution in Windows. Since Windows sends everything, including text, graphically to the
printer, it will not send out the code for bi-directional or draft printing when using the
standard Windows driver. It does this to ensure the graphical letter quality text isn't
mis-aligned by the print head printing both directions.
The printer prints in faster bi-directional mode in DOS because the data is not sent as
graphics. It uses the internal fonts programmed in the printer. With the newer
ESC/P2 scalable font printers, you can install the EPSON scalable font Windows driver and
use the printer's internal scalable fonts or draft mode for faster printing. Use any of
the fonts that have a printer next to them in your software. Windows has no control over
them so they will print in bi-di mode.
What printers do you recommend for use with AIMS?
For printing multi-part forms with dot matrix printers:
- Epson FX 1170, 1180
- Epson DFX -5000, 8500
- OkiData Microline 321 Turbo (recommend using the Epson FX1180 driver)
- Lexmark Forms Printer 4227 Plus (recommend using the Epson FX1170 or FX1180 driver)
For all other reports, we recommend any HP compatible laser printer, (not inkjet or
deskjet). If your laser printer is not manufactured by Hewlett Packard, and you are
experiencing problems, try using either the HP Laser Jet driver or the HP Laser Jet Series
II driver for that printer.
Copyright © 2001 AimsHotline. All rights reserved.
Revised: July 13, 2001. |
