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Explanations about our personalized support

News • 17/03/2021 •
In this article

As of March 2021, the personalized support services to our customers went back to its normal practice. In this article we explain our offer in detail.

 

Banana Accounting is an intuitive software where, if you make changes you immediately see the result and if you make a mistake you can easily correct it. Users are able to use it without any particular difficulty, also because each table and command has a documentation page, easily reachable through a help button. The goal of our company is to bring as many people as possible closer to accounting. The low price is, for most of our users, a central element.

Offering personalized support is very expensive because it requires dedicated staff. However, this is available free of charge for installation problems, installation and activation issues or bug reports. For all other technical problems, our personalized support team is only available to users who have a subscription that includes it. In 2020, at the beginning of the pandemic, to help companies in hard times, we extended free support to everyone. From March 2021 we have returned to normal practice with the following offer:

Help available for everyone

The following help is always available to all users:

Limited personalized support (Banana Accounting+ Professional plan)

  • For installation and activation problems or bug reports.
  • To be requested through an online form.

Advanced personalized support (Banana Accounting+ Advanced plan)

For technical issues and general help on using the program.

  • Prerequisites
    • Subscription to the Advanced plan of Banana Accounting Plus.
    • Recent purchase of Banana Accounting 9, for a certain number of months (see details)
  • Maximum 3 annual interventions
  • To be requested through a dedicated online form and eventually through telephone support.
  • Ideal for those who are starting out and need personalized support.

Specialized personalized support

Our paid specialist support is available to clients who want a special help with:

  • Creating and setting up account charts that do not fit into the usual patterns.
  • Using advanced functionality such as Cost Centers, Segments, advanced multi-currency functionality.
  • Use of CSS and Javascript for QR billing.
  • Creation of special reports.
  • Development and adaptation of Banana Extensions.

Excluding tax or accounting assistance

The provision of advice in the field of taxation, accounting, legal and business is generally regulated by specific laws and is reserved for consultants who are registered or who have the requirements.  

Our company does not offer consultancy services in this area and invites its customers to refer to trusted advisors for such questions.

Switching to the Banana Accounting+ version is the best choice

The new version of Banana Accounting is offered at a very low annual price.  
For a number of reasons, among which the fact that the operating systems change frequently, the program is offered only with an annual subscription mode.
Switching to the new version avoids problems and has a more up-to-date documentation.

Personalized support for older Banana Accounting versions

Those who have purchased a version of Banana Accounting 9 or earlier, have the possibility to use the program for an unlimited time. The old versions are no longer developed. Therefore, we are obviously not in a position to ensure that these programs and installers will work in the same way even after a change of operating system or important updates. That's why after a certain period of time we no longer provide installers of older versions. It is up to you to keep a copy of the executables and installers in case you want to recover them after changing your computer.  
Our custom support is also available for users of older versions, but you will need an annual Advanced subscription to access it.

Legal notice

The terms and conditions of use and the licence conditions of the program and other information on our legal page apply.

On behalf of the entire Banana team, thank you for your continued support.

Domenico Zucchetti
Creator of Banana Accounting, CEO and founder of Banana.ch SA