|
Please review the
information below before contacting support.
How to Begin Using RealBenefits Software
(instructions for beginners)
Software
Won't Run or Won't Function - Read Below - One of the things
below may apply to you.
Common Problems and
Typical Solutions
Do you
have Microsoft Excel installed on your computer? RealBenefits
Software requires Excel 2000, Excel XP (2002), or Excel 2003. Excel must
have been run at least one time before installing RealBenefits Software.
Excel must not be running when you begin the installation. Excel will
automatically start during the installation. Answer the on-screen questions.
If
you have Excel installed, but your software will not function,
the most likely cause is that you did not enable macros (VBA). You
must enable macros (VBA) for RealBenefits Software to function.
In later versions of Excel, you may need to reduce
macro security from High to Medium. Medium still offers good virus
protection, but lets you have manual control to Enable Macros. In Excel
menu, see Tools, Macro, Security, then change Security Level to
Medium.
The software should install from either a user
or administrator login. However, if you tried
installing from a user login and this failed, then try installing from an
administrator login.
Most computers do not need to be rebooted after
installing RealBenefits Software, but some do.
If you have problems after
installing the software, try rebooting, then try the software again.
If you have
anti-virus software (Norton, Symantec, McAfee, or other) and are having problems, try disabling
the anti-virus software (AIS) before installing RealBenefits Software. You
should reenable the AIS after installing RealBenefits Software.
AIS will not interfere with running RealBenefits Software after it is
installed.
Note: on most computers it is not necessary to disable
AIS,
but sometimes it is necessary (especially with Norton) to disable the AIS before (and during) installation of
RealBenefits Software. You should reenable AIS after installation
of RealBenefits Software is completed.
Occasionally it is necessary to UNinstall
AIS (especially Norton), then reboot, then install your RealBenefits Software, then reboot,
then reinstall AIS.
Note
that RealBenefits likes and recommends F-Prot
Anti-virus because it seems to be very good about not interfering
with legitimate programs and it offers good protection for a very good
price.
Support Policies:
It is our policy that all support emails and calls be
answered within 2 business days. Usually we return them much faster
than that and often on weekends too. However, we only promise 2 business days.
This is typical for more responsive online companies. We want to treat
customers as we'd want to be treated.
Telephone support is free the first
time. Additional telephone support is $65 per hour billed in 15 minute
increments. Email support is free for 30 days. Email support requests are responded to within 2 BUSINESS
days. Additional email support is available for $45 per hour billed in 15 minute
increments.
Limited free support is available for the free trial version of RealBenefits
Software.
There
is never a support charge for assistance installing software. Installation
assistance will NOT use up your free call.
There is never a technical
support charge if you are calling to
report a bug, get help with a bug, or to request a new feature or new software
(some software companies charge for these things). Support is only charged for calls
regarding how to use the software, or regarding real estate and/or accounting
principles.
Note that since 1998 when we incorporated RealBenefits, the
company, we have never once charged any customer for
technical support because no one has ever needed more than the
limited free support. However, we do reserve the right to charge for
additional support, if needed, as described above.
Support Contact Information:
It is our policy that all support emails and calls be
answered within 2 business days. Usually we return them much faster
than that and often on weekends too. However, we only promise 2 business days.
This is typical for more responsive online companies. We want to treat
customers as we'd want to be treated.
Support Phone 360-270-3439 from 10AM to 4PM Monday through
Friday Pacific
time. Note: this is the programmer's cell
phone. Sometimes I also take calls after 4PM and on Saturdays, but no
promises about that.
Email
Support
Note to email SPAMMERS:
Please do not email us. We will delete. If necessary we will permanently
block. Any email without a working return address and the subject filled in will
automatically be considered SPAM.
|
TM