Support is available Monday through Friday between 9:00am and 5:00pm Australian Eastern Daylight Saving Time. (See current time) If you require support on weekends or outside of these times, please send an email, leave a voice mail message, log a job via our on-line helpdesk, or contact your local HelpMaster re-seller.
Support is available to all clients using HelpMaster and those who are evaluating PRD Software products. Please note that charges may apply for clients without a current Annual Maintenance Subscription, or where support is not directly related to a HelpMaster issue.
PRD Software offer technical support for the 2 most current major versions of HelpMaster, or versions of HelpMaster that are less than 2 years old.
Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.
Whenever a new major version of HelpMaster is released, an "End of life" notice for the version that is 2 major version behind the current version will be posted on the announcements forum of the HelpMaster discussion board. This product will then enter into a period of limited support for 3 months. During this time, this product will no longer receive any code updates, and no further maintenance releases will be made. Technical support will still be available during this time.
In cases where technical support is absolutely required for old, or non-supported versions, an hourly rate of AU$250, billed in 30 minute intervals, with a minimum of $100 will apply. This fee will apply even if you currently hold a valid Annual Maintenance Subscription (AMS). Note that absolutely no development work (source code modification) will be performed for HelpMaster products that are not supported, or are in currently in an "End of life" period. This service is only for technical support.
Remote desktop assistance is available to Premium AMS holders (see conditions below). To receive remote desktop assistance on other occasions, this is subject to charges.
Due to the diverse nature of software and installations, PRD is not able to provide free support for network and system issues, or 3rd party software applications. These products include Microsoft products, such as SQL Server, Outlook, Office, Crystal Reports, Access, Excel. When a support request is submitted, an initial assessment will be done to determine the nature of the issue and the client notified accordingly. Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.
Technical support does not include the following services:
These services are available through our Professional Services.
For clients with a Premium support contract, the following conditions apply
AMS renewal can be purchased from PRD Software. An AMS expiry notice will be sent to the registered business 1 month prior to AMS expiry. If you have purchased additional licences during the year they are renewed on a pro-rata basis to align with the anniversary of the original purchase.
Annual Maintenance Subscription is offered in 3 formats. For details about each level, please refer to Annual Maintenance Subscription
PRD Software provides telephone, email and internet based support.
For contact details, please see our contact details page.
You may also prefer to contact your local distributor.
Last updated May 2018