Closed Captioning Technical Support

Resources

• Closed Captioning & Subtitling FAQ
• Glossary
• Software Manuals: CaptionMaker and MacCaption
• Closed Captioning Style Guidelines (Caption Key)
• Forums
• Closed Captioning Knowledge Base
• Teleprompting Knowledge Base
• Updates and Upgrades
• Extended Support Plans and Extended Support Agreement

WebEx Training:

CPC conducts training sessions for both MacCaption and CaptionMaker on a regular basis. The training sessions cover many topics from basic to advanced features of both software. For more information, click on Training.

Software Support & Software Updates:

Telephone and e-mail support is provided 9am – 7pm Eastern time, Monday – Friday, excluding federal holidays. To obtain support, please submit a request ticket.

Free five (5) hours of support is provided for six (6) months from date of purchase of CPC software. In addition, free software updates are provided for six (6) months from date of purchase of CPC software.

Free two (2) hours of support is provided for two (2) months from the date of purchase of a CPC software upgrade. In addition, free software updates are provided for two (2) months from date of purchase of CPC software.

You can buy additional software support and software updates (which are bundled together) from the following plans, that pick up after the free support and free updates end:

• Extended Software Support Plans
• Extended Software Support Agreement

If you choose not to purchase an Extended Support Plan, per-incident support is also available after your free support period has expired. The per-incident support does not include software updates.

Per-incident support: $50 per incident (up to 30 minutes of support).

To purchase an Extended Support Agreement, or for per-incident support, please contact our sales department.

If a problem is determined to be the result of a bug or malfunction in our software, calls regarding that issue will not be counted against your support time.

After hours Support

CPC does not guarantee that support will be available other than 9am - 7pm Eastern time, Monday - Friday, excluding federal holidays. If support is required any time other than specified above, CPC will make an effort to provide it. If CPC is able to provide after hours support, there is a $50 additional charge. For after hours support call 301-738-8487, and follow the “After Hours Emergency” instructions.

Gray Areas

Occasionally there arises a situation in which it is not clear if the problem that the customer is reporting is due to CPC software, or due to software other than CPC software, or due to hardware which is not CPC hardware. CPC will be the entity that determines if the problem is due to CPC software or not. If the problem is not due to CPC software, CPC will not provide support.

Support Agreement

TERMS OF SUPPORT PROVIDED UNDER PRE-PAID EXTENDED SUPPORT, AND UNDER PER INCIDENT SUPPPORT, IS DESCRIBED IN THE “COMPUTER PROMPTING & CAPTIONING CO. (CPC) EXTENDED SOFTWARE SUPPORT AGREEMENT”. THIS AGREEMENT IS FOUND ON THE CPC WEBSITE AT: http://www.cpcweb.com/support/supportagreement.pdf

Important Note for customers that purchased CPC software prior to January 28, 2010

Since CPC’s inception in 1985, CPC bucked the software industry norm by providing free, unlimited updates to thousands of customers.

Beginning January, 28, 2010, this has changed. As described above, for software purchased subsequent to this date, CPC will provide free software updates for six (6) months from date of purchase of new CPC software, and for two (2) months from the date of purchase of a CPC software upgrade.

The reason is that CPC spends a very large proportion of its revenue on Research & Development, much of which is devoted to updates. Charging for updates (which are bundled with software support), will enable CPC to continue providing you with the world’s leading closed captioning software.

CPC will continue to provide unlimited free updates for software that was purchased prior to January 28, 2010.