Pronamics Software Support and Maintenance Program

SUPPORT MORE PERSONAL

Every licence purchased includes the annual Support and Maintenance Program which is a comprehensive program that includes online Support Hub access, unlimited 24/7 telephone technical support, software updates, and many other benefits.

Subscribing to our Support and Maintenance Program ensures that your Pronamics software is kept up-to-date and that you continue to benefit from our continuous product development and 24/7 technical support.

you are better off with our support and maintenance program

Here’s why

Program benefits, with the membership you own the licence perpetually, have access to our free help, get new releases and updates, access to our online support hub and 24-hour phone support line

24/7 PHONE SUPPORT

As a Support and Maintenance Program member, you have telephone access to our Australian-based technical support team 24/7.

Pronamics 24/7 phone support and the annual Support and Maintenance Program is available for a range of our products, so contact us to find out more.

Support hub

UPGRADE AND NEW RELEASES

Pronamics is continually updating its products. We evolve our software to meet the changing needs of your business and to take advantage of technology developments. We also work hard to ensure that our programs remain reliable and user-friendly.

You’ll receive updates automatically for the first year following the purchase of any full program licence. After that, opt for the annual Support and Maintenance Program to receive updates and new version releases.

frequently asked questions

Do I need Support and Maintenance for each purchased licence?

Twelve months access to the Support and Maintenance Program is included in your initial licence purchase.

From there, ongoing access to the latest software updates and 24/7 technical support is provided through our annual Support and Maintenance Program which runs from 1 October to 30 September each year.

The Pronamics Support and Maintenance Program membership is per individual licence. You can adjust the number of licences covered from year to year as your business requirements or user numbers change.

Do I need Support and Maintenance for a monthly subscription licence?

No. Support and Maintenance is already included in the monthly subscription fee.

Can I get a discount?

Yes! There are two options available to help you to save money.

Pay before 30 June 2019:
Beat the 1 July 2019 price rise and save.

Lock in Multiple Years:
Pay for up to 3 years and lock in the current rate for even more savings.

Why should I renew?
  • Access to the newest features, enhancements, and bug fixes.
  • Premium support from our Australian-based technical support team
    – Business Hours: Email, online, and telephone support.
    – After Hours: 24/7 telephone support.

The only way to access technical support, updates and new releases is to be part of the Support and Maintenance Program. It’s your peace of mind.

What are the Pronamics Support and Maintenance SLAs?

Support and Maintenance Services:

  • Telephone Support by providing answers to technical questions related to the Pronamic products available 24 hours per day, 7 days per week.
     
  • Email Support by providing answers to the Customer’s questions relating to the Products via the support@pronamics.com.au email address during Business Hours on Business Days.
     
  • The provision of Product Updates and Enhancements at least once per Year as deemed necessary by Pronamics during the Term in its absolute discretion.

 

Service Levels:

  • Telephone Support: Response within 2 hours of Pronamics logging the request made by the Customer by telephone for Support and Maintenance Services
     
  • Email Support: Response within 2 Business Days of receipt of the email by Pronamics logging the request for Support and Maintenance Services.
     
  • Product Updates and Enhancements: No less than once per Year.
     
  • Any other more urgent request for the Services: As agreed by the Parties from time to time.
How do I renew my software maintenance?

When you purchase a Pronamics licence, you automatically receive 12 months Support and Maintenance access free of charge.

For continued access, you will need to renew your Support and Maintenance Program, which runs from 1 October to 30 September each year. Licences coming to the end of their first year of Support and Maintenance will have a monthly prorated fee applied to align them with this cycle.

First Time Renewing:
When renewing for the first time, you will be sent a Support and Maintenance Agreement for completion and return, along with an invoice. At this point, you can call to discuss multiple year discount options or adjust licencing numbers.

Consecutive Years:
Once we have received your completed agreement (first year), each successive year you will be issued an invoice for payment by the due date. No need to complete a new agreement every year.

Important:
Your Support and Maintenance Program only becomes active once we have received your invoice payment.

Can my Support and Maintenance be linked to multiple offices?

We can assign maintained licences to people and office pools. To discuss your requirements further, please contact us on +61 7 3481 9626.

How do I receive updates for my maintained licences?

Notification of product updates and how to access them is provided through various Pronamics communication channels:

  • News Updates on Expert Estimation Welcome Screen
  • Email updates sent to users subscribed to our mailing list
  • News Updates on pronamics.com.au

Register here to make sure you receive Pronamics News Updates.

What happens if I don't renew?

If you decide to let your Support and Maintenance expire, or we have not received your payment in full by the expiry date, all future product updates and access to the Pronamics Technical Support services (online, telephone or email) will be cancelled.

You may continue to use any of the versions that were granted to you before the expiry of your Support and Maintenance.

Reestablishment fees may be applicable should you wish to reestablish your Support and Maintenance cover at a later date.

What happens if I want to reestablish my expired Support and Maintenance?

If you are more than one year past your renewal date, in addition to the current annual fee, there will also be a reestablishment fee for each of the skipped years as you will be receiving access to all updates and releases developed during that period.

Please contact us on +61 7 3481 9626 or email maintenance@pronamics.com.au to request a quote to reestablish your Support and Maintenance Program.

What if I want to keep using an older version?

You can use any previous version that you wish. We provide technical support for any version of our software products. However, only Pronamics’ current software versions will continue to be developed.

What is the Pronamics Support and Maintenance Period?

When you purchase a Pronamics licence, you automatically receive 12 months Support and Maintenance access free of charge.

For continued access, you will need to renew your Support and Maintenance Program, which runs from 1 October to 30 September each year.

Licences coming to the end of their first year of Support and Maintenance will have a monthly prorated fee applied to align them with this cycle.

Pronamics Help

LET US HELP

Not sure of your maintenance 
needs or status?

Please feel free to contact us
on +61 7 3481 9626 or email
maintenance@pronamics.com.au