Promax » Consulting & Customer Support

Do Promax have a Helpdesk and telephone support?

admin — Sun, 30 Aug 2009 23:37:01 +0000

Promax offer Technical support in all their office locations internationally. Customers are able to log their issues over the phone or via e-mail Support@promaxtpo.com

We manage our support issues with specialised helpline software and our customer’s feedback has been that the support they receive is of a very high level.

During the course of an implementation our expert Consultants are in constant communication with you and able to assist in resolving immediate issues. They are supported by our customer service staff and development team.

Where is Promax Support and Development located?

admin — Wed, 12 Aug 2009 23:37:48 +0000

Promax is privately owned Australian company based in Taylors Beach, Australia. The majority of our support and development is undertaken and provided at these Headquarters. Promax also has developers located in Sydney and Melbourne.

Do Promax offer on-site visits?

admin — Wed, 12 Aug 2009 23:37:23 +0000

Promax has a large team of experienced trade spend specialists to support clients during and beyond the implementation project. Our team consists of implementation consultants who have worked in the industry using our trade spend management solutions. They perform onsite consultancy visits to assist our clients with implementation and maintenance.

Our support staff are also available to assist our clients on site with major technical issues.

We have consultants in Australia, New Zealand, UK, Germany and USA.

Do Promax offer software customization to suit client’s requirements?

admin — Mon, 10 Aug 2009 23:38:08 +0000

The process of requesting a modification entails either a conversation or written request to your consultant or customer service representative. This request should be in the form of a Functional Specification. The functional specification is then assessed by our development team as to the feasibility.

On the assumption that the requested customisation is feasible and does not breach any intellectual property rights then a technical specification is developed. This technical specification is developed by the Promax development team referring to the requirements of the functional specification. Promax charges for the development of this technical specification on a time and materials basis at the consulting rates specified in the pricing agreement.

On completion of the technical specification it is submitted to the client for approval and an estimate of the effort required for programming is made. A quotation is provided to you for the development of the customisation. This will include a cost for programming and subsequent testing.

Variants to the technical specification all functional requirements will result in additional costs that are generally charged on a time and materials basis at the consulting rates specified in the pricing agreement.

The customised software is shipped to you for your testing and once approved is then included within the standard application.

Promax charges for the development of this technical specification and modification on a time and materials basis at the consulting rates specified in the pricing agreement.

Schedule of support – what services and support is provided in the maintenance agreement?

admin — Tue, 21 Jul 2009 23:40:12 +0000

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.

What are the response times for issues and fixes?

admin — Tue, 21 Jul 2009 23:39:46 +0000

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.

What is the Upgrade path or frequency of upgrades?

admin — Tue, 21 Jul 2009 23:38:53 +0000

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.

Do Promax offer Implementation Support?

admin — Tue, 21 Jul 2009 23:38:32 +0000

Our consulting team are highly experienced with skills in implementing the Promax PX solution and also have a strong understanding of the CPG industry and processes within TPM and Demand Planning.

The consulting team is supported internally by the Promax Helpdesk and the technical team.

What is the warranty management strategy in relation to software modifications designed, built and tested?

admin — Sat, 18 Jul 2009 23:40:43 +0000

As per the Software License Agreement, the Promax Application Group warrants that the solution will perform in accordance with the User guides.

In the event that customisations are required – Promax will work with the client’s team to clearly document the specific needs of the business. This Technical Customisation document will form the foundation for the customisation and Promax will deliver the customisation as specified in this document. If the client choose to alter the customisation the changes will be documented within the Technical Customisation Document and the effort required to accommodate these changes will be provided.

As part of the delivery, the Client will undertake a detailed UAT (User Acceptance Training) of the customisation to ensure that it is meets the requirements as per the Technical Customisation Document.

Does Promax release regular software updates to reflect changing business and customer environment?

admin — Mon, 22 Jun 2009 23:36:30 +0000

Promax dedicates a significant amount of resources into the research and development of its products. Client requests form a key part of this R&D effort. Promax PX functionality upgrades are released bi-annually. Hot patches are made available as required to correct incidents and bugs of a critical nature.