Support Policy
The Excel accounting template office is located in The Netherlands and we work and provide support in GMT+1 timezone; from 10:00am to 5:00pm, Monday to Friday only. We also take occassional leave at public holidays and other such events. We always strive to offer the best possible support possible, but please be aware that outside of these hours your support requests will be answered the following working day.
Limitation of Support
We provide support services to customers only, and you must have an active support & updates subscription (all package purchases include 1 year support and updates, after which time you can purchase another year of support for a fee.
Support includes installation guidance, bug fixing (for Excel accounting template issues), and general problem solving with features explained on the Excel accounting template sales page. Please always check the knowledgebase and members tutorials before submitting any messages to our support helpdesk.
Note: Our support team are not able to modify your template from a distance. You need to submit your template via our helpdesk in order to troubleshoot individual issues.
Support Does Not Include
- solving problems for plugins, macros or scripts not packaged with our template external plugins integration
- general Excel support (please use the Microsoft Excel forums for that)
- adding new features or extending the features currently available
- changing colors and/or images
- any type of modification or customization outside of the use of our own customization features
- extensive accounting support such as yearend closing procedures (please consult your acocuntant)
Please Note: Although our support team are experts in our software, they are not programmers or web developers, so we cannot assist with integrating external scripts or codes not packaged with our software. Whilst we'd like to be able to help with requests like this, it simply wouldn't be possible to provide effective support to our user base.
We recommend contacting an Excel expert or programmer if you need assistance integrating any scripts, codes or macros not packaged with our theme.
Bug Fixing
Occasionally we do discover bugs within our template. We will endeavor to fix these bugs as soon as possible, but please be aware that it does take time for our development team to fix bugs and test our template to ensure that no other issues are present within the system after the fix has been applied.
Customization Services
There are a number of reasons why you would need custom work on your Excel accounting template or need help with something that is beyond the scope of our support services mentioned above. Contact support if you need any customization to get a quote. Please bear in mind that customizations are NOT integrated in new versions unless it becomes part of the standard features of the Excel accounting template.
Additional Services
We do provide additional services at a fee. Please contact us to get a quote.
- one-off audit of your books
- yearend closing procedure
- drawing up an annual report
- add your own invoice design
Additional Templates
Check out our awesome templates if you want to find more fantastic Excel solutions to expand the potential of your Excel accounting template.
The Excel Accounting Template
The All-In-One Accounting Solution For Small Business Owners
