Frequently Asked Questions
General
Who can use NACCRRAware?
NACCRRA members who have purchased NACCRRAware and submitted a license agreement. All users accessing NACCRRAware must be a professional/individual member or employed by a member agency. Additionally, each office of each agency sharing a database within a region or state must be a NACCRRA member.
How do I get NACCRRAware?
The first step to purchasing a license for NACCRRA ware is to visit the NACCRRA ware page of NACCRRA's website. On the NACCRRA website, there is a link to the License Agreement ( http://www.naccrra.org/membership/naccrraware/program.php?Page=4), which must be printed, signed, and mailed to NACCRRA. Agencies opting for the national server hosting option also need to print, sign and mail the Web Hosting Agreement. License fees can be submitted with the agreement(s) or the agency can request an invoice. Once NACCRRA has received the license documents and payment, the agency will receive an email confirmation with instructions on proceeding. The NACCRRA ware software is downloaded; nothing is mailed to the agency. Pricing and Fees
When can I expect to receive the invoice for NACCRRAware?
The invoices for NACCRRAware will be mailed to the person listed as the agency contact on or before June 1st.
When does the fee schedule get revisited?
The fee schedule is reviewed December of the prior year. The Board approves revision in January. The schedule is available to licensees by March.
Is there a refund of any fees once they are paid?
No. Once fees are paid for a fiscal year (July 1 - June 30), no refunds are issued for any unused service during the year.
Are any fees prorated?
License, upgrade and start up fees are not prorated, however, agencies being added to national server after January 1 only pay half hosting and storage for the period January 1 - June 30.
Why do we receive two invoices for annual fees?
Since NACCRRA ware is a resource available only to NACCRRA members, two invoices are issued annually. One is for the NACCRRA membership dues for January 1 - December 31. The other invoice is for NACCRRA ware services for July 1 - June 30. NACCRRA ware is one of many resources available to NACCRRA members. For additional information about NACCRRA member benefits, please visit http://www.naccrra.org/membership.
I want to change the way my agency uses NACCRRAware. When do I need to notify NACCRRA of this change?
Invoices are generated in June. All changes that may result in a change to the invoice or cancellation of service need to be submitted in writing to NACCRRA by April 1.
Technical Support
What is Level One support? Level Two? Level Three?
Level One: Includes questions about basic functionality including labels, configuring, query building and basic installation questions. NACCRRA ware Help Desk supports this level. This is the level of support utilized by NACCRRA ware users to obtain answers to their questions regarding how to use NACCRRA ware.
For customized database services, two additional levels of support are available:
Level Two: Includes requests for data merging, data deleting, data transfer and items requiring access to back end tables. NACCRRA technical team supports this level.
Level Three: Includes advanced installation support , local installation requests regarding database schema and design, custom installations, connections to third party program, archiving and other custom work. NACCRRA technical team supports this level.
How is NACCRRAware technical support received?
Two hours of Level One technical support are included with each year's upgrade payment to support new functionality built into NACCRRAware with those upgrades. Additional support can be purchased in advance or as needed by the hour or in bulk packages.
How do I use my NACCRRAware technical support?
Contact the Help Desk by phone, email or fax. Contacts for Level One support are deducted from the current support balance in 15 minute increments. Contacts escalated as Level Two and Level Three support are charged in hourly increments and have a 2-hour minimum charge. Costs for Level Two and Level Three support are determined once a request is submitted by the agency and are determined by the amount of time and level of expertise the project requires.
What can I do to maximize the technical support time we receive?
The Help screens built into NACCRRA ware answer many functionality questions for which users contact the Help Desk for assistance. The Help Desk also maintains a Bulletin Board with tip sheets posted to the Frequently Asked Questions section. In addition, monthly virtual trainings/Webinars are provided for new and experienced staff and sessions are presented during NACCRRA professional development conferences and National Policy Symposium.
Some agencies develop an internal policy that all NACCRRA ware-related questions go through one person in the agency. This person may have attended or may want to consider attending NACCRRA ware training. By being the central contact for NACCRRA ware, this person builds a knowledge base of information from which to pull for future incidents in the agency. This person may also be able to identify training needs for the agency.
Who can access/use our agency's technical support time?
Any employee of a licensed agency can call, email or fax the Help Desk for assistance with NACCRRAware. It is the policy of NACCRRAware Technical Support to only provide support to representatives of the licensed agency. Outside professionals that may be assisting an agency (web developers, IT professional, etc.) will need to be approved by an agency representative to use the agency's support time.
Can we carry over any unused Level One technical support time to the next year?
No. The Level One technical support expires on June 30 of each year and any unused technical support time is no longer available.
How are the hosting and storage fees calculated?
A report is run on the servers June 1 of each year to determine the base numbers for hosting and storage. Agencies should plan to delete any unwanted records prior to this time in order to avoid having them included in the total counts.
Hosting: Based on the number of active and inactive providers in the database. To calculate this amount, run the Active and Inactive Listing reports and total the two counts.
Storage: Based on the total number of records in the database (active and inactive providers; active, inactive and pending clients; and community). To calculate this, run the Active and Inactive Provider reports, Active and Inactive Client Listing reports, Active Community Listing report, and the Approve Mask Client utility listing. Add these six report counts together.
What is a license reactivation fee? When does this apply?
After purchasing a license for NACCRRAware, the licensee is responsible for purchasing upgrades annually. After failing to meet this responsibility for two or more program years, the agency will need to reactivate their license through a reactivation fee.
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