Annual Maintenance Subscription - overview

Annual Maintenance Subscription (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 management
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 your AMS subscription has lapsed, the following paid support option is available.

•  AUD$100.00 per hour, plus GST if applicable, charged in 30 minutes blocks, with a minimum charge of $50 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.