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Annual Maintenance Subscription - overview

Your initial purchase of HelpMaster includes 30 days of upgrades, updates, and technical support. To protect your investment, and keep HelpMaster up-to-date, we recommend the Annual Maintenance Subscription (AMS). AMS is a renewable 12 month subscription that gives you access to technical support as well as all software released during the period of the subscription.  AMS is designed to help you resolve technical issues with HelpMaster and keep you up-to-date with the latest software releases.  AMS does not include configuration or training issues covered by our Professional Services.

There are 2 levels of annual maintenance subscription. 

 

Regular

Premium

 

Community, phone, email and on-line helpdesk technical support.

All product updates

Community, full technical + advanced support.  Includes priority response.

All product updates

     
Product Updates    
Maintenance releases
Feature releases
     
Technical Support    
Community forum support
Access to knowledge base
Access to online help file
Phone support
Email support
On-line helpdesk
Custom add-in support
API / SDK support
Crystal report support
Data corruption correction
Custom configuration support
Complex case management
Remote desktop support
     
Priority support    
Priority response and resolution Regular response SLA Premium response SLA
     
 

20%

30%

  Support terms and conditions Support terms and conditions

 

Getting technical support while not under a support contract

If you never had AMS, or your AMS subscription has lapsed, the following paid support option is available.

  •  AUD$250.00 per hour, plus GST if applicable, charged in 30 minutes blocks, with a minimum charge of $100 up-front fee for all support requests.  This includes remote desktop support for clients that have a current regular AMS, but request/require remote desktop assistance.
  • Charged per incident.  i.e. if you have 2 problems that relate, they are only charged once.

Upgrading to the latest version of HelpMaster while not under a support contract

Maintaining an up-to-date Regular or Premium support subscription is the best, and most cost-effective way to stay up-to-date with product releases.  If your AMS subscription has lapsed, the latest version of HelpMaster is available at a 25% discount.

This information is correct at 1st October 2013 and is subject to change. Please contact PRD Software for the latest information.