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HELPMATESM Support Plans
- Platinum Support Plan
- Priority service for business hours support
- Contact via Instant Messenger, phone, fax, or email
- 12 after-hours support incidents
- Remote access for troubleshooting
- 4 free software upgrades per year
- 15% discount of software licenses
- 1 free software audit per year
- 5% discount on in-plant time, remote time, and installation time
10% discount on remote software training
- Gold Support Plan
- Business hours support
- Contact via phone, fax, or email
- After-hours support at a per incident fee
- 1 free software upgrade per year
- 10% discount on software licenses
- 5% discount on remote software training
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HELPMATESM
PMC's Software Support Plan
As important as the software package itself is the ongoing support of the software and your staff who operate it on a daily basis. Ever-changing advancements in both hardware and software have an impact on any software package. PMC prides itself on continually improving its product line. Non-static software assures you that a product you license today will remain viable in the years to come. Product enhancements and new product development will give you the "edge" you need to remain competitive.
Support will mean many different things throughout the plant. To the daily operator, PMC support will provide timely access to a knowledgeable staff capable of assistance in data problems, system problems, yield testing, and so on. A single employee on vacation or out sick for a day will not cause your production to come to a halt.
To management, PMC support will mean a reliable staff available to train your operators as personnel move on or a source for assistance in system recovery in the event of a catastrophic hardware failure.
With these needs in mind, PMC Software has developed HELPMATESM, the ultimate support plan. HELPMATESM offers two support plans, outlined at right, which include the following support features.
Telephone Support
As a HELPMATESM subscriber, you have the confidence of knowing that a PMC Customer Service technician is available by telephone to answer your questions about software licensed from PMC Software.
Hardware Support
PMC software's technicians are trained to analyze support questions to determine if they are hardware related. If so, they will direct you to the appropriate hardware manufacturer's support location, or your own local hardware or network support group. Hardware support is not covered in the HELPMATESM plan.
Upgrades, Audits, and Backups
HELPMATESM customers receive:
- Free software upgrades
- Free software backups
- Video FAQ access
- Training Videos
Additional Support
Depending on the HELPMATESM plan chosen, you may be entitled to the following features:
- Discounts on new software licenses
- Software remote training for your employees
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