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If a customer has purchased a contingent for service, they can request online sessions as needed. In fact, the contingent is exactly designed to help customers with their particular scheduling needs. In other words with issues that are not covered by the product support. If you want to read some more on this issue you will find more detailed information on pages 2 and 3 of our price lists (avaliable on request).
However, since we have never been in touch I had suggested a session (free of charge), so we could learn more about your plans for JobScheduler and possibly answer some we offer all potential customers evaluating JobScheduler and/or JADE a free online demonstration regardless of whether or not they intend to purchase a license. We use this session to answer any questions they may have and of course meet the persons in charge. It is completely up to the customer, there is also no rush at all- and sometimes help them with tips about how they can start to implement JobScheduler/JADE in their business situation.