Frequently Asked QuestionsAnswers to common questions from accountants in practice
Purchasing
How much does the software cost?
Our pricing is dependent on a number of different factors including the size of your client base, number of users, products required, and training and migration services needed. This can become quite complex, so we provide costs upon request to tailor each quote to your individual needs.
Can I have a demonstration of the software?
Yes, we can organise an online demonstration of the products of your choice and, in some cases, we can visit your office prior to purchase.
Do you offer temporary licenses for busier times of the year?
Yes, we offer temporary licenses for a number of our software modules at any time on a monthly basis (prices upon request).
Migration
Can you migrate our existing data?
Depending on which packages are currently in use, we can often migrate some of the financial and static data from various suppliers. We can provide full documentation upon request of exactly what can and cannot be migrated for each supplier.
Can all of my data be migrated?
There is no such thing as a 100% data migration and data should always be carefully checked following any migration. This is definitely an area that should be discussed in detail with your Thomson Reuters Account Manager prior to any purchase.
Installation
How do I install the software?
In most cases (when a full suite of software is purchased), your software is installed remotely by a Thomson Reuters representative, access allowing. We also work with your in-house IT staff or consultant, so they fully understand the environment, when adding new devices to the network.
Does Digita software work on an Apple Mac computer?
Our software cannot be installed directly onto an Apple Mac, but it can be hosted through our Digita Virtual Office solution which allows it to be used remotely on a Mac via a browser.
What are the minimum IT specifications I need to run the software?
Please follow our recommended IT specifications.
Training
How much does training cost?
Access to our online Learning Centre is included within the cost you pay. Depending on your requirements, onsite training can be discussed and arranged upon request.
How many people can you train onsite?
We can train a maximum group of 8 people at any time in-person, usually at your office premises with laptops provided by Thomson Reuters. We also offer free online training.
Customer Centre
How much does support cost?
Support for Digita, Onvio and Checkpoint products is provided to our customers free of charge. This includes phone support, online support and email support.
What are the standard support working hours?
You can speak with our friendly support team on 03450 180 909 between 9.00am and 5.00pm, Monday to Friday, excluding Bank Holidays. Our Customer Centre is available to customers online 24/7.
Do you offer additional support at peak times such as January?
Yes, our support team is available to answer calls, emails and cases for longer every business day in January, plus some weekends and extended hours on the filing deadline date.
How can I check the progress of my support case?
You can log-in to the Customer Centre at any time.
Billing
Can we pay monthly?
Yes, for a small fixed annual fee, we can often offer interest-free monthly payments (subject to conditions and pre-approval).
When do we receive our first invoice?
You receive your first invoice 30 days before your agreed software delivery date.
How do I receive invoices?
Invoices are emailed to the contact specified on your account as the billing contact.
What are your annual price increases?
Our contract terms specify that (unless contracted otherwise) you will only pay an additional 4% or alternatively the Retail Price Index % (RPI) for the year, whichever is higher of your previous year’s annual fee.
Renewals & Upgrades
How can I renew my software?
Renewals happen automatically, however your dedicated Client Service Manager will make contact with you around 2 months prior to your renewal date to go through your current software subscriptions and any future requirements. Renewals after the initial contract term are for a period of 12 months.
How quickly can we upgrade our software?
You can upgrade your software at any time and the additional licenses become effective within 24 hours of us receiving the signed paperwork from you.
When can we downgrade a product?
You can only downgrade a product at renewal.
Still looking for answers? We’re here to help
Every firm is unique, which is why we want to understand your individual needs. Complete a few details online or call 03450 180 907 to contact our friendly Solutions Consultants today.
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