ALL NEW CLIENTS/SERVERS/BRANCH FOR CHINESE CLIENTS WILL NOW BE HANDLED BY OUR CHINESE SALES PERSONNEL.

Calls received regarding this type of concern should be taken and noted of, but it will not be handled by the help desk department. After the client has given the order/request, inform the client that our salesman will contact them to confirm the order. The concerned help desk’s next step is to inform their supervisor, Yenyen, or Hazel of the order. They will in turn contact Sir Nelson regarding the request. The department will follow the current practices regarding the orders for consumables, tech schedules, and other services not included in the list.

NO FULL SYSTEM TRAINING WILL BE DONE OVER THE PHONE.

Clients who are requesting for this or are being suspected of asking which seem like a re-training already should be informed politely that we do not offer such services over the phone. There are two options which can be recommended to them, one is to visit us here at the office so that we can provide them free full system training. Second option is for us to schedule a technician to visit them with corresponding charge depending on their location.

THIRD-PARTY SOFTWARE PRODUCTS ARE NOT SUPPORTED BY NELSOFT.

Other third-party apps that are not part of the system or not authorized by Nelsoft, even if installed by our technicians, will not be supported. If the client insists on it, the tech is authorized to install the necessary apps preferred by the client, but it should be emphasized that those will not be supported in the future.

RE-HOST CHARGE WILL BE VOIDED IF THE CLIENT IS GOING TO BUY SERVER FROM NELSOFT CONSIDERED THAT THE CLIENT IS PAYING MAINTENANCE FEE.

Clients upgrading their servers would need Nelsoft to re-host the back office and database to hardware. The client will no longer be charged of the re-host fee given that they are the maintenance fee and that the new hardware is purchased from Nelsoft. Should there be any need of reviewing various cases/conditions regarding this matter, a sheet name “Re-host” is added on Nelsoft’s shared Google sheet “Nelsoft List of Charges” to accommodate various instances to decide if the client is to be charged or not. Any ambiguous conditions not exactly covered in the sheet should be informed to the department supervisors for clarification.