• Live Support (via www.loanperformer.com).
  We guarantee to answer your live support chat request within 3 minutes provided this is in English and French.
  We cannot guarantee availability of support in Spanish and Russian.


• Email queries to md@loanperformer.com will be replied within 4 hours.
  


• Phone calls to +256 (0)414-231-739, +256-(0)752-694074 will be answered within 3 rings.

We cannot guarantee response times for queries that come to us via other channels e.g. personal emails, telephones, chat and skype. We also cannot guarantee these support services during holidays.

• Live support is not guaranteed to be available but during busy periods you may find our agents online.


• Email enquiries will be answered within 12 hours up until Midday (EAT) on Saturdays and within 36 hours after this.

Telephone support is not available from 12:00 noon on Saturday till Monday 8:30 AM (EAT).

1. LPF Version number


2. Database used (Foxpro or SQL Server)


3. What data entry was done leading to the bug


4. Screen shots of the bug appearance


5. Any configuration settings relevant to the issue

CCS can only repair a bug if it can be reproduced. So upon receipt of a bug report, CCS will try to recreate the bug. If it is not possible to reproduce it, CCS will ask the client for a copy of the database or to get access to the client’s environment using Teamviewer. The specified time frame for correction is counted from the moment that CCS is able to reproduce the bug.

If bugs are not fixed within the specified time frame, the penalties below are applicable. The specified time-frame starts upon Crystal Clear Software confirming receipt of the communication from the client and confirming to understand the issue(s) raised. We expect the client to respect Crystal Clear Software’s working hours (Mo-Fr from 8:30 AM till 6:00 PM), Ugandan time-zones (+ 3 GMT) and Ugandan official holidays. Only issues that have been communicated in writing can be accepted (chat or email). No liability can be accepted in case of non-performance beyond our fault (Natural disasters, fire, internet is down etc.).

CCS will always correct the bug in the latest version of the software; see “Version Policy” below. Client cannot claim that this bug fix should be done in a previous version.

In addition to bug fixes, Silver and Gold clients are entitled to some new, free reports in Loan Performer. These reports are listings, not complex reports with many indicators. Delivery is within 10 working days after receipt of clear specifications. If we deliver later, penalties are applicable.

Not Included in the Free Support

It is also important to note what is not included in the free support. These are:

• Connectivity problems: If after an initial installation where Loan Performer was installed and has been working, a connectivity problem occurs and access to the database (or to our files on the server) is not possible, then our support is not free but is chargeable. This also includes access via the internet and mobile phones.


• Hardware problems: If we have supplied the client with a fingerprint scanner which after it has been installed and was working, it stopped working, then that is not covered under the free support.


• Modifications of the database: If the user has modified data without going through the Loan Performer menus or even deleted/modified/added fields in the tables or deleted/modified/added tables or indexes, then support is charged. In case an issue is reported and we find after spending time, that the cause of the problem is that the database has been modified, we are free to charge the client for the time spent.
  
  
• On-Site Support is always chargeable.

Crystal Clear Software Ltd may create patches for the following purposes:

1. You may have reported an issue and a patch is required to correct the data in your database. These patches are free of charge as they fall under the normal support unless it is evident that you have been entering, modifying or deleting data in the Loan Performer database without using the Loan Performer menus.


2. You may have requested an enhancement which cannot be immediately integrated in the next version and you will receive this as a patch that needs to be run as an external application from Loan Performer. These kinds of patches are chargeable and need to be paid before they are created.


3. You may want to split a database into separate branch databases or consolidate different branch databases. Also these kinds of patches are chargeable and need to be paid before they are created.


4. All patches are version and database dependent. That means that we do not guarantee the proper working of a patch if it is used for a database of a different version or for a different branch than for the one it is created.


5. Patches will be delivered via an FTP website where they are stored for a maximum of 2 months. The support for the correct functioning of a patch is limited to 2 months from the date of creation.


6. Imbalances between sub-ledger and general ledger:
   If a client reports an issue to do with imbalances in GL reports, and after investigation, CCS discovers that, a user had entered a manual entry which caused this problem or CCS discovers that the imbalances were caused by no follow-up (e.g. no Day Closures for more than 30 days, no Month Closures for more than 6 months or no Year Closure done for more than 2 years) and this resulted in unbalances accumulating over the years, this work will be chargeable and needs to be paid before it is corrected.

Loan Performer has 2 major releases: version 7.10 and version 8 that are being supported. Version 7.10 will not include new features anymore; new features are only created in version 8.

If a client finds a bug in say 8.04, CCS will first check whether the bug can be reproduced in the latest version in this serie, say 8.09. If this is not the case, the client will be informed to upgrade. If this is the case, CCS will create a bugfix in the next release, say 8.10. If 8.10 will take a long time, CCS may create 8.09.01 release to address this issue.

In general the procedure for trainings and consultancies is as follows:

1. The clients specifies what is required (Training in a , b, c for x number of staff in LPF version xx and the period, database conversion for .. clients etc).


2. If all is clear, Crystal Clear Software sends a pro-forma where the expenses for travel, food and lodging are not detailed.


3. Client makes an advance payment of at least 60%.


4. Crystal Clear Software buys a flight and sends a trainer/consultant over.


5. Client takes care of all local expenses (travel from/to airport, hotel to work and back, food and lodging). We expect the hotel to be clean and quiet. We expect the consultant to be able to choose his/her own food at lunch and dinner.


6. Trainer/consultant does his/her work and returns home. Crystal Clear Software sends a final invoice with all expenses not taken care of by the client and deducts the advance payment.


7. Client pays within 30 days the balance.

In case the client buys licenses, Crystal Clear Software supplies temporary licenses that will be updated for the full period upon receipt of full payment. If any shortfalls, the validity of the license will be reduced proportionally.

Expectations

Client may expect the trainer/consultant to work on a professional basis during normal working hours as applicable in the country where the work takes place. The client should not expect working hours to exceed 8 to 9 hours per day. The client should also allow for 1 day rest during the week. Normally this is the Sunday but this can be different if agreed upon .The client is not being charged for this rest-day apart from the normal food and lodging expenses. All other days are being charged for. This means that if the client does not want the trainer to work on Saturday and Sunday, the Saturday will nevertheless be billed.

Travel days

The client will not be charged for travel time up to a maximum of 1 day for going and 1 day for returning if the consultancy takes at least 1 week. If less than 1 week we charge 50% of the daily fees for travel. Any additional time beyond the 1 day travel is chargeable at the normal daily fee.

In person

Client may request for a specific person to come over for training/consultancy. However Crystal Clear Software is free to apply a different daily rate if that is the case.

Payments can be made using the following methods:

1. Cash in Uganda Shillings or US Dollars


2. By local cheque in Uganda Shillings only


3. By SWIFT bank transfer


4. By Western Union or Money Gram


5. By Credit Card

In all cases, the client should take care of all transfer charges. If this is not the case, CCS may reduce the validity period of the license.

The Loan Performer is a product of Crystal Clear Software Ltd and the Company reserves all intellectual property rights that arise from usage and any subsequent changes or improvements to suit user needs.

Loan Performer can be freely downloaded from our website. Anybody can login with username ‘Performer’ and password ‘LPF’. There are no time restrictions for this ‘demo’ version but there are restrictions in number of entries (clients, savings, loans and accounting transactions). Everytime the user logs in, Loan Performer will tell him or her how many clients, savings, loans and accounting transactions can still be entered before the user is required to buy a license. Once the maximum is achieved, the user can only login in read-only mode and no additional information can be entered.

A license is issued in the name of an organisation. The following information is required:

Name organisation:

Abbreviation if any:

Address:

Tel:

Fax:

Email:

Contact Person:

Skype address:

Branch Name(s):

2 Character Branch Codes(s):

Upon receipt of payment, CCS issues a license. This is normally for a year (unless more or less has been received). The license is given for a particular database. The license is not to be used for other databases and is not to be given to other organisations. This is a contravention of the license agreement.

One month before renewal, the user is informed at login that the license expires this month and the user is to contact CCS for renewal. At the same time CCS sends out an invoice to the client with the annual renewal fees. Upon receipt of payment, CCS updates the license. If the license is not renewed, the client will get read-only acccess after the expiry date. That means that only reporting will be possible but no new data entry.

The client can pay the annual fees up to 1 year after the last expiry date. In this case the validity of the license starts with the last expiry date even if the client has not used Loan Performer for some months. In case the client wants to activate the license after 1 year after the expiry, s/he has to buy the license afresh at the full price.