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Frequently Asked Questions

- What are the differences between lease and purchase agreements?

- What are the differences between the packages?

- Why would I purchase instead of rent the equipment?


- How do the maintenance packages work and what are the differences between the two options?

- What are my payment options? What methods of payment can you accept?

- Why must I pay up front?


- What are the benefits of choosing the IOH7000 or IOH6000 series packages and how would they benefit my company?

- If I do not choose the maintenance package, can I still update my message?

- Tell me more about your Satisfaction Guarantee?


- Who do I call if I have questions or problems with my IOH Digital Delivery unit?

- What is the difference between the Continuous CD player and the IOH Digital Playback units?

- When I receive a change, how do I install it and ensure it works correctly?

- When will my changes be? Can I indicate when or if I forget, will someone contact me?

- Will I have final approval on all changes? If so, how?

- What is the difference between the message I pay for and the FREE generic message?


- In regards to taxes, do I just pay GST even if I live in a province other than Alberta?


Q: What is the difference between lease and purchase agreements?


A: Essentially, these agreements are on e and the same. The initial cost of the hardware and productions is the same, but as with any financing option, leasing has an interest rate that will affect the total cost of the product after the selected lease term. As well, there is a buyout at the end of a lease term. If your intent is to reduce the total upfront cost, leasing is a good option and requires an additional leasing application to be completed.


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Q: What is the difference between the packages?

A: The only difference between the different packages is the amount of messages each package comes with. The more messages you purchase, the lower the per message cost. Messages can be used at anytime over a three year period.


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Q: Why would I purchase instead of rent the equipment?


A: When you purchase the system, your on going costs are only for production updates. When you rent, you are paying for the machine over and over again, resulting in a high cost.


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Q: How do the maintenance packages work? What's the difference between the two options?


A: Maintenance packages are basically additional productions. By selecting a maintenance package, you are keeping your messages current and up to date. Maintenance packages are available for purchase via a monthly fee or by payment in advance. When you pay in advance, you receive a 20% discount over the monthly payment plan. As well, monthly payment plans are available on a yearly basis, whereas pay in advance are available for use over a three year period.


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Q: What are my payment options? What methods of payment can you accept?


A: Payments can be made by Visa, Mastercard or Company cheque at the time of purchase. Monthly maintenance packages can be paid by VISA or MasterCard.


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Q: Why must I pay up front?


A: Since every production is customized to your business, our creative department is engaged before the systems are installed. As well, you receive the digital delivery system (hardware).


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Q: What are the benefits of choosing the IOH7000 or IOH6000 series packages and how would they benefit my company?


A: The first benefit of choosing a one system over the other is the features. If your IOH unit will be close to a PC or you have the ability to update an SD card on your PC, then this system is a recommended solution. If your IOH Digital Delivery system is located in a phone room and it is not easily accessible, the IOH7000 series is the recommended choice.


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Q: If I do not choose the maintenance package, can I still update my message?



A: Yes, however, single production updates are more expensive than purchasing a bulk of productions that can be used at any time over three years when paid up front.


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Q: Tell me more about your Satisfaction Guarantee?


A: If at anytime you are not completely satisfied with your production, we will re-do it until we get it right. Keep in mind, however, should there be a change in the script on your end, additional fees do apply, so make sure that the scripted copy is absolutely correct when you authorize the written proof copy.


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Q: Who do I call if I have questions or problems with my Info On Hold unit?


A: You can call info on hold directly at 1-866-285-4636. Our staff is available from 9am until 4pm MT Monday thru Thursday (holidays excluded). You can also visit the Support Section our website at www.infoonhold.com for troubleshooting information.


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Q: What is the difference between a Continuous CD player and the Digital Playback unit?


A: A continous CD player is a mechanical device. That means that when you play a message it plays 24 hours a day, 7 days a week, 365 days a year and is more suseptible to malfunction and power fluctuations. A digital playback unit only plays the message CD once, then records it in to non-volatile memory (similar to an MP3 player). If the power fails, the unit will start up on its own without user intervention.

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Q: When I receive a change, how do I install it and insure it works correctly?


A: Changes are very simple to install. All you have to do is lift the front cover of the IOH5000 or IOH7000 series, take out the old message CD and insert the new message CD. When you close the cover, you will hear the message playback through the built in speaker once and then it will play through your phone system. If you want to check the level of the message of the recording while you are on hold, you can call in on one line and press the hold button. For the IOH6000 and IOH6500 models, the message is downloaded using a USB connection to your computer or via an SD Memory Card. There is a switch on the right hand side of the unit to turn the speaker on and off.

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Q: When will my changes be? Can I indicate when or if I forget, will someone contact my company?


A: If you have purchased a Gold, Platinum, Titanium or Maintenance package, you select when your updates will be. All messages purchased with a system can be used within a three year period from the date of purchase. Monthly maintenance packages can be used within a year of the first installment. If you wish to have an info on hold representative contact you at scheduled times, just let us know when your first production is being done.

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Q: Will I have final approval on all changes? If so, how?


A: All written scripts will be emailed or faxed to you for approval . Once you have approved the written script, you will be able to hear the message and approve it or make changes by return email or phone. If you do not have internet access, an info on hold representative will be able to help you. Please keep in mind that if there is a change in the written script after recording, there will be an additional charge for the changes.

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Q: What is the difference between the message I pay for and the FREE generic message?


A: The generic message is very basic (hence being called "GENERIC".) It mentions the name of your company and has dispersed "Thank you for holding" and "Your call is important to us" throughout the message. As well, the music style remains the same throughout the whole message.

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Q: In regards to taxes, do I just pay GST even if I live in another province other than Alberta?

A: As we do not have a way to collect and distribute Provincial Sales Tax to the appropriate provincial governments, it is the purchasers responsibility to pay the PST on their purchases directly to their government authority.

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