Customer Support
With a mantra to be the thought leader of the industry, every aspect of our product and customer service is built on a passion to surpass all expectations. This philosophy extends throughout every member of the Promax team and client feedback like the example below is testament to this commitment.
Helpdesk and telephone support
Helpdesk and technical support is provided locally in each country where Promax offices are located. Contact your local Promax office or Consultant. You can also log your enquiry via email at Support@promaxtpo.com
Promax manage our support logs with specialised helpline software to ensure we provide the best service and optimum response times.
During the course of an implementation our consultants keep in constant communication with you to assist in resolving immediate issues or questions. They are also supported by our customer service staff and development team.
On Site Visits
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 promotion management and trade promotion optimization 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 USA, Central Europe, UK, Japan, Australia and New Zealand.
Response times for issues and fixes (service level agreement times including escalation procedures)
As part of the maintenance service, access is provided to the Promax Customer Support Helpdesk.
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. In line with our mantra to be the thought leader of the industry, every aspect of our product and customer service is built on a passion to surpass all expectations, so our response times are always a priority and continually being improved.
Schedule of support – what services and support is provided in the maintenance agreement
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.
Warranty management strategy in relation to software modifications designed, built and tested for the Group
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 Specification 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 Specification Document and the effort required to accommodate these changes will be provided.
As part of the delivery, the Client will undertake a detailed UAT of the customisation to ensure that it is meets the requirements as per the Technical Specification Document.
Regular software updates to reflect changing business and customer environment
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 has a development strategy to release a new major release every 18 months to 2 years and a minor release once a quarter. Patch versions are typically released on a monthly basis unless urgently required.
Implementation Support
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 , TPO and Sales Volume Planning. The consulting team is supported internally by the Promax Helpdesk and the technical team.
An example of what one customer had to say…..
“Stuart Johnson (from the Support team) has applied his extraordinary problem solving skills and put in huge over and above effort to resolve a budgeting glitch with the old version of Promax 1.10. He just chipped away at the problem until he found a solution. It was truly the most impressive customer support I have ever experienced. Stuart is an enormous asset to the Promax Group. With the kind of Customer Support provided by Stuart we know that we will be in safe hands when we move to Promax PX.”
Mark Dawson, Commercial Manager, Valcorp Fine Foods.
