Sample Tech Support Contract

A. Tech Support will be provided for the Jewel Church Accounting software:

1. For Treasurers of Conference-owned entities using Jewel, including, but not limited to: Churches, Companies, Groups, Missions, Schools, etc.
2. Support is available in both English and Spanish.
3. Support is generally a break/fix or mistake/correct service of accounting data.
4. Reporting: If Jewel's Support Staff think something is inappropriate in regarding a legal, moral, or Conference policy issue, it may be reported to the Conference, but they are not under obligation to do so.
5. Our hours generally include from 9am to midnight EST, six (6) plus days a week. No Sabbath service.
6. Service is available by:
   • email – support@jewelsda.com
   • English phone support – 352-326-0093
   • Spanish phone support – 352-535-0093
7. Jewel Support videos in Spanish are available on the jewelsda.com site under 'Support.'
8. The Jewel Handbook is available at jewelsda.com/wiki

B. Support limitations: Tech Support shall not include:

1. Unlimited (or inexhaustible) amount of time per Church or Treasurer.
2. Support to individuals who are not properly authorized to be using the Jewel Software.
3. Hardware support: such as computers, printers and internet issues.
4. Doing the treasurer's work: such as contribution entries, Bank Reconciliations.
5. We reserve the right to limit the number of “corrections/fixes” made in a database.
6. General treasurer training: i.e. we will help with how to use Jewel, but not general “how to be a treasurer” and the non-Jewel-related duties.
7. Support shall not be construed as legal, financial or Conference policy advice.

C. Data Safety and Security:

1. Database safety and security is built into the very design of the entire Jewel system.
2. There is no server that contains the only and original copies of all churches’ data. That would create a “target” to be hacked or held for ransom. We only store copies of previous months.
3. Jewel uses commonly practiced security and encryption measures that banks etc. use.
4. Our server is secure, but if hacked, it can be back online in hours without loss.
5. All Jewel contractors and volunteers that are involved in software development, website development and tech support, are Seventh-day Adventists. Most have experienced Adventist denominational employment and each is held to a high standard of integrity.