How HELPMATE^SM Works

PMC Software offers these HELPMATE support plan options:

HELPMATE Platinum Plan: This plan offers 7 day per week, 24 hour per day call response with priority service over other calls; twelve free after-hours support incidents per year; contact via Instant Messenger, phone, fax, e-mail or modem; remote access for troubleshooting; four upgrades per year; discounts on New and Add-on software licenses, remote training; in-plant or remote time;  Software Audit Services; Software Backup Services; Video FAQs and Training Videos.

HELPMATE Gold Plan: Our most popular plan, it offers normal business hour coverage with contact via phone, fax or e-mail; one upgrade per year; discounts on New and Add-on software licenses, and remote training; Software Backup Services; Video FAQs and Training Videos. 

PMC Software has made a commitment to continue to be your business partner in the development of new and innovative products your business continues to expand.

Telephone Support

As a PMC Software customer, you may need to contact us for support when a particular function is not working as expected, or you may need to make changes to the way you had been doing a process in the past. You may also want to ask us to make changes to your software package (to add functionality or a new enhancement).

During normal business hours (8:30 AM through 5:00 PM ET), PMC Software technicians are available to support you. This support is for software licensed from PMC Software and may consist of answering a question for you, helping to resolve a software issue or aiding with parameter changes.  If you subscribe to PMC’s Platinum Plan, a limited number of support calls to our experience technicians are available outside of normal business hours via cell phone. Because after-hours support is limited to telephone support only (no modem availability), it is limited to critical (plant down) situations and other emergency situations where recovery or instructions aid the plant until normal business hours when both the plant and PMC have access to their full staffs.

Hardware Support

Often when customers come to PMC Software for a manufacturing solution, the package includes hardware items (workstations, monitors, printers, etc.). PMC Software Installation Technicians install combinations of hardware and software during many implementations. Each hardware component includes the original manufacturer’s warranty. The most efficient way to handle warranty claims is by contacting the manufacturer for instructions.

PMC Software Customer Care technicians will attempt to assist you in determining whether there is a hardware-related problem when you call for support and if so, direct you to the appropriate manufacturer’s support location or your local hardware/network support group. This service is offered as a means to help you get your system back up and running, but is not intended to be comprehensive support. Support beyond that covered by the manufacturer’s warranty is not covered under any HELPMATE plan.

Software Upgrades

From time to time, software changes are made to any system. These changes can be a universal enhancement to the functionality of the particular module, or to resolve a specific issue that has been reported.

It is always in the user’s best interest to stay current with any changes made to a software package. Refer to the private “Customer Login” section of this website for posted enhancements to determine when you would like to schedule your next upgrade.  Platinum Plan customers are entitled to request up to four upgrades per year, while Gold Plan customers may request one upgrade per year.

PMC Software should also be notified in advance whenever you are planning to install non-PMC upgrades to your hardware, networking, or retail software (such as network operating systems, Pervasive SQL, etc.). As this may have an impact on your PMC production software, it is always prudent to discuss your upgrade project details with a PMC Software technician in the early planning stages. Any support for non-PMC products is limited to HELPMATE subscribers and will incur an hourly fee. PMC Software makes no representations or guarantees regarding non-PMC products and services.