What is included in Support
Support Eligibility
Support is available to all clients using HelpMaster Pro and those who are evaluating PRD Software products. Please note that charges may apply for clients without a current Annual Maintenance Subscription, or where support is not directly related to a failure of HelpMaster Pro.
Products Supported
PRD Software offer technical support for the latest 2 major versions of HelpMaster Pro. This means that the current supported products are HelpMaster Pro v9and HelpMaster Pro v8. Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.
What's Not Supported?
Due to the diverse nature of software and installations, PRD is not able to provide free support for network and system issues, or 3rd party software applications. When a support request is submitted an initial assessment will be done to determine the nature of the issue and the client notified accordingly. Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.
Renewing Annual Maintenance Subscription
The 1st year AMS is included with the purchase of the software. Renewal is then calculated at 20% of the current list price for all licences. If you have purchased additional licences during the year they are renewed on a pro-rata basis to align with the anniversary of the original purchase.
What do I get for my Annual Maintenance Subscription?
During the term of your AMS, you will get...
- Full technical support (Additional charges will apply for on-site support)
- Full product upgrades
- Access to on-line knowledge base articles
- Access to the on-line HelpMaster Pro discussion board
- Access to the PRD Software on-line helpdesk
Contact methods
PRD Software provides telephone, email and internet based support.
For contact details, please see our contact details page.
You may also prefer to contact your local distributor.
Scope of support
Technical support does notinclude the following services:
- Importing or conversion of existing data
- Custom reporting or database query design
- Custom development work of any sort
- On-site technical support of any sort
These services are available through our Professional Services.