Promax PX allows for forecasting in to the future as far as the client requires.

The annual maintenance entitles the client unlimited access to the services of the Customer Support Team for the resolution of daily issues with regard to the software application. The Customer Support team will assist the business in technical issues (such as bugs, configuration and set up) and functional issues (such as answering “how to questions”). The maintenance is also is a levy to fund ongoing R &D and entitles the client to regular updates of the software which includes new functionality in the licensed modules. These upgrades are available to the client at no additional charge. The maintenance period commences on the date of the dispatch of software to the client, with the maintenance being paid for annually.

As part of the maintenance service agreement, you will be provided access to the Promax Support desk. The targeted response times are defined as ;

• For Urgent priority incidents we aim to respond within 2 hours.
• For High priority incidents we aim to respond within 1 day.
• For Normal priority incidents we aim to respond within 3 days.
• For Low priority incidents we aim to respond within 5 days.

Response time is the anticipated time taken by Promax to accept oral, written or emailed support requests from the licensee via the help desk, then acknowledge receipt and initiate work on the request with the goal of resolving the problem.

Promax has a development strategy to release a new major release (eg V9, V10 etc) every 18 months to 2 years and a minor release once every 3-6 months. Patch versions are typically released on monthly unless urgently required.