Speakeasy Solutions Policies

Provision of Products by Speakeasy Solutions Inc.

Availability of products can and do change due to market shortages and conditions. Speakeasy Solutions is not responsible for delays caused by suppliers, by freight carriers, or acts beyond our direct control.

Payment

Payment may be required as a deposit, and is also due upon receipt of an invoice, unless otherwise noted. Please provide payment via cheque, INTERAC e-transfer, or credit card (Visa and MasterCard).

Cheque (for payment of invoices only):

Send Payment to:

Speakeasy Solutions
PO Box 21720
14245 Commercial Dr.
Vancouver, BC V5L 5G3

INTERAC e-transfer:

Send an email to [email protected] and contact us by voice with the Question & Answer. More information can be found at the INTERAC website.

Credit card:

Pay online:

• Pay from an Estimate to confirm your customized order.
• Pay an invoice that you have received from Speakeasy Solutions.

Phone (604-264-9109) with the following information:

• Card Type (VISA or MASTERCARD)
• Name on Card
• Card Number
• Expiration of Card

Hardware Return Policy

Most hardware can be returned for a refund (a stocking fee may apply) within thirty days of purchase, providing:

• The product is in new and saleable condition.
• All material is properly packaged in original packaging, with all documentation.

Defective hardware is exchanged or repaired as per the manufacturer’s warranty (in some cases, you interact directly with the manufacturer, and other cases you interact with Speakeasy Solutions). Shipping charges apply.

Regardless of return or exchange, the client is responsible for the freight associated with return or exchange.

If products returned are not in new saleable condition, a stocking fee applies based on time and materials required to restore the item to a saleable condition or replace the item.  There are no refunds on shipping and services rendered with provided hardware.

Software Return Policy

Absolutely no returns of opened software are accepted. If you encounter a defect with the software media, Speakeasy Solutions gladly exchanges the product upon receipt of the defective item (plus shipping and handling costs). Due to copyright and licensing laws, as well as manufacturer policy, we cannot accept opened software returns. The defective software is exchanged for the same title only.

Warranty

The software and hardware carry their respective manufacturer warranties. Any related services are provided “as is”. Speakeasy Solutions disclaim all other representations and warranties and conditions, express or implied, regarding the goods and services provided, including their fitness for a particular purpose, their quality, or their non-infringement.

Speakeasy Solutions does not warrant that goods and services are free from bugs, errors, or other program and functional limitations. No oral or written information or advice given by Speakeasy Solutions increases the scope of these representations, warranties or conditions or create any new warranties. Speakeasy Solutions is not liable for any indirect, special, incidental, or consequential damages, whether based on breach of contract, breach of warranty, tort, and product liability or otherwise.

Speakeasy Solutions does not warrant that the software and hardware provided functions as intended on the client’s computer system. Any complications resulting in Speakeasy Solutions providing additional products and services not covered by the original estimate is borne by the client and added to the client’s invoice.

Product Purchase

Product purchase (software and hardware) only does not include services such as technical support, installation, setup, or training.

Services are available via the following methods: on-site, telephone, email, and remotely over the Internet.

Services are invoiced at current rates for such with the first contact (regardless of contact method) after products have been purchased.  Services sought are best conducted during a scheduled appointment (book an appointment).

Remote Appointments

If Speakeasy Solutions is performing installation and training remotely, the first item that Speakeasy Solutions installs is a remote desktop viewing program. It is absolutely imperative that you have a high speed Internet connection, and we also suggest a speaker phone for additional comfort and convenience. Please contact Sam of our office at 604-264-9109 (toll free 1-888-964-9109) ext. 103 if you have any questions or concerns regarding remote setup.

Speech Recognition Training Time

Training time is an estimate only. Everyone learns at a different pace and every individual’s needs are unique. Complete Training usually comprises of the number of hours specified on the estimate. Specific program training may work into the Complete Training, but may require additional training sessions if desired.

Training appointments are held in two-hour sessions. All estimated training appointments must be given within 3 months of installation and cannot be “banked”. Training appointments cannot be transferred to another user.

Speech Recognition Training Only

If Speakeasy Solutions is being contracted to provide speech recognition training only services, all hardware and software associated with speech recognition must be installed, set up, and configured on a PC that meets our minimum specifications, with a quality microphone, prior to the training session.

Speakeasy Solutions is not accountable for hardware or software deficiencies for a solution they have not provided. If a training session cannot commence or is cut short as a result of deficiencies, the session is charged nonetheless. Technical support services from Speakeasy Solutions can be arranged at current rates for such. Thank you for your understanding.

Cancellation

Any appointments cancelled or postponed less than 2 business days before the scheduled appointment incurs a charge at our current rates for such.

Training appointments are now booking between 2 and 4 weeks in advance — please do not postpone your appointments as it may be at least one month before the make-up appointment can take place.

Postponing appointments potentially hampers speech recognition training.

Preparation Document (Implementing Your Solution)

Speakeasy Solutions provides its clients with preparation information (entitled “Implementing Your Solution”) in advance of installing speech recognition and digital voice dictation solutions. This information is incorporated in the body of the email sent with an estimate as well as when booking appointments via our online scheduler.

If the document is not adhered to, resulting in Speakeasy Solutions needing to provide additional services or returning to the client’s site after an initial attempt at installation and set up has been made, the client may incur additional costs over and above the original estimate.

Contact Speakeasy Solutions if you have any questions regarding the contents of this document.

Installation

Installation for either speech recognition or digital dictation solutions is usually performed in one appointment unless otherwise specified prior to the installation.

If additional appointments are required to complete the installation due to an insufficiently prepared PC or other extenuating circumstances beyond Speakeasy Solutions’ control, the client is invoiced for the additional service.

Speech Recognition Training Workbook & Materials

The Dragon Training Workbook and accompanying materials are Copyright Speakeasy Solutions, and cannot be copied by any means. These resource guides are intended for the recipient of training given by Speakeasy Solutions Inc., and not intended to replace training.

The Dragon Training Workbook is the price noted on the estimate with a total of 6 hours training. Less than 6 hours of training incurs an additional cost.

Delivery & Payment Process When Supplied With an Estimate

1. Sign the estimate.
2. Provide payment (INTERAC e-transfer, cheque, or credit card) for the total amount.
3. Email ([email protected]) the signed estimate to Speakeasy Solutions, and provide payment.
4. Once in receipt of the above, Speakeasy Solutions ships your product(s) unless your solution provides on-site installation. If on-site service is provided, product is delivered at that time.
5. If the estimate contains services, please book the appointment(s) at your convenience. The email with estimate provides specific instructions as to which services to schedule.

Delivery & Payment Process When Supplied WithOUT an Estimate

This section pertains to online or telephone orders.

1. Provide payment (INTERAC e-transfer, cheque, or credit card) for the total amount. In some cases (long-standing clients) an invoice is submitted with products ordered or after services are rendered.
2. Once in receipt of payment (unless otherwise agreed upon), Speakeasy Solutions ships your product(s). If on-site service is provided with product, product is delivered at that time.
3. If the the order involves services, please book the appointment(s) at your convenience. An email with specific instructions as to which services to schedule is sent to you.

Service Time

Remote services are billed in 15 minute increments. On-site services bear a 2 hour minimum charge.

In order to receive the best service possible from Speakeasy Solutions, please schedule a time for service appointments (if desired same day, contact us by telephone to arrange). This ensures you receive our undivided attention for the duration of the service provided.

Complimentary Remote Dragon Technical Support

If you purchased a Complete Speech Recognition Solution (full version or upgrade), you are entitled to complimentary remote technical support (fax, email, phone, and remote via Internet) for up to two years.

This technical support pertains to the installation as performed by Speakeasy Solutions on the PC(s) originally installed only. A re-installation by someone other than Speakeasy Solutions nullifies the complimentary remote technical support.

Examples of included technical support:

• Assistance with applying a Dragon patch,
• Rescue from a corrupt Dragon user profile,
• Microphone/audio troubleshooting where microphone is purchased from Speakeasy Solutions, and
• Failed functionality with applications where Dragon had previously functioned.

This technical support does not include:

• Issues associated with a re-installation by another party,
• Issues associated with an installation by another party on another PC,
• Hardware not supplied by Speakeasy Solutions,
• Non-Dragon related issues (such as incompatibility with other software, Internet connectivity, viruses, OS configuration, and so on),
• Unsupported applications, computers, or operating systems,
• How to use Dragon (additional Training sessions can be arranged at current rates),
• A new or re-installation of Dragon, or
• On-site services.

Should you require services that are not included in the complimentary technical support package, arrange them from Speakeasy Solutions at our discounted rates (see below, Discount on Support Services).

If Speakeasy Solutions re-installs Dragon on a PC where originally installed, a discounted hourly rate for service is only billed (see below, Discount on Support Services); the original support is still covered with the re-installation.

Discount on Support Services

If you purchased a Complete Speech Recognition Solution (full version or upgrade), you are entitled to a discount on Support services not covered under Complimentary Remote Technical Support for up to two years from the date of the implementation of the original Complete Package Solution.

Customization and Training services are not included in the discounted Support rates.

Discounted support services include:

• Issues associated with a re-installation by another party,
• Issues associated with an installation by another party on another PC, and
• A new or re-installation of Dragon as a result of a new PC, PC malfunction, virus, or other complications unrelated to Dragon.

Complimentary Dragon How-to Answers

If you purchased a Complete Speech Recognition Solution (full version or upgrade), you are entitled to complimentary quick how-to answers by email within the same version of Dragon initially trained upon by Speakeasy Solutions.

This email service does not include material not covered during the Complete Training sessions. A follow-up training session is suggested to cover queries that extend beyond a “quick how-to”. Additional training sessions may also be arranged to cover material not covered during the initial training sessions.

Complimentary Digital Dictation Support

If you purchased a Complete Digital Dictation Solution, you are entitled to 30 days of complimentary remote technical support and one (1) year of Instant Replacement Insurance (if the digital recorder requires servicing [warranty or otherwise], you are provided with a replacement recorder for the duration of the repair. Shipping & Handling is an additional charge.).

This technical support pertains to the installation as performed by Speakeasy Solutions on the PC(s) originally installed only.

This technical support does not include:

• Issues associated with a re-installation by another party,
• Issues associated with an installation by another party on another PC,
• Non digital dictation related issues (such as network, sound card, email, other hardware & software),
• A new or re-installation of the digital software, or
• On-site services.

Should you require services that are not included in the complimentary support package,  arrange them from Speakeasy Solutions any time at current rates.

If Speakeasy Solutions re-installs the digital dictation software on a PC where originally installed or on an additional PC, an hourly rate for service is only billed; the original support covers the re-installation or new installation within the 30 days of complimentary remote technical support remaining.

Provision of Services

Speakeasy Solutions has the right to refuse or discontinue service to a client at any time, including, but not limited to, prepaid, and complimentary services.

Speakeasy Solutions does not provide services related to products not purchased through Speakeasy Solutions where an estimate for the product has been previously provided.

Speakeasy Solutions will provide services related to most products (carried by Speakeasy Solutions) not purchased through Speakeasy Solutions where no previous estimate for the product has been previously provided.