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Support Contracts and Fee Schedule

Goldstar Software provides technical support and training for companies around the world, using a combination of on-site support, remote-control support, phone support, and Email support. Any existing customer with an open account can leverage our support services at the base rates, and new customers interested in support can either set up an open account or provide a credit card for payment.

To access our support services, you can call us at 708-647-7665 or send Email to Support@goldstarsoftware.com. Please have your company name and/or account information ready. If you are a new customer, please have your credit card information ready as well.

The following table shows the current support fees and package options available:

Electronic Support Packages
Cost
Per
Per-Incident Email or Chat Primary Support
$50
Each
Unlimited Email/Chat Primary Support (One Year)
$400
Year
Unlimited Email/Chat Primary Support Plus Knowledgebase (One Year)
$1000
Year

Database File Recovery Services
Cost
Per
Evaluation Fee Per Database File (Refundable if recovery service is used)
$250
File
Evaluation Fee Per Database Set (Refundable if recovery service is used)
$500
File Set
Complete File Recovery Service (Remote extraction and placement of files)
$250
Hour
Manual File Recovery Services (One Hour Minimum)
$500
Hour

Telephone and Remote Control Support Packages
Cost
Per
Phone/Remote Primary Support (Per-Incident, One Hour Minimum)
$250
Hour
Phone/Remote Primary Support PrePay Option 1 (6 Hour Per Year)
$1200
Year
Phone/Remote Primary Support PrePay Option 2 (12 Hour Per Year)
$2100
Year
Phone/Remote Primary Support PrePay Option 3 (30 Hour Per Year)
$5000
Year
Phone/Remote Primary Support PrePay Option 4 (120 Hour Per Year)
$16000
Year

Support Modifiers
Cost
Per
Primary Support Hours: 8AM - 5PM Central Time
1x
Normal
Shoulder Support Hours: 6AM-8AM, 5PM-10PM Central Time
1.5x
Normal
Overnight Support Hours: 10PM - 6AM Central Time
2x
Normal
Weekend/Holiday Support: All Holidays, Saturdays, Sundays
2x
Normal
Critical/Immediate Support Surcharge
2x + $200
Normal

On-Site Support
Cost
Per
Normal On-Site Support Services (10-Hour Minimum)
$250
Hour
Overtime On-Site Support Services (10PM - 6AM Local Time, or over 10 hours/day)
$350
Hour
(After any on-site visit, receive 15% discount on Phone/Remote Support Bundle)

Fixed-Rate Service Offerings
Cost
Per
Remote Installation/Configuration of Currently-Supported Workgroup or Client
(Includes PSQLv11 and PSQLv12)
(New users also have 30 days of free support from Pervasive at 800-BTRIEVE.)
$100
PC
Remote Installation/Configuration of Currently-Supported Server Engine
(Includes PSQLv11 and PSQLv12)
(New users also have 30 days of free support from Pervasive at 800-BTRIEVE.)
$250
Server
Remote Installation/Configuration of Unsupported Workgroup or Client
(Includes PSQLv10, PSQLv9, PSQLV8, PSQL2000i, PSQL7, Btrieve 6.x or Older)
$200
PC
Remote Installation/Configuration of Unsupported Server Engine
(Includes PSQLv10, PSQLv9, PSQLV8, PSQL2000i, PSQL7, Btrieve 6.x or Older)
$500
Server
Pervasive Bug Report (Including start-to-finish handling of duplicatable issues)
$250
Incident

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