Premier Software Support (PSS)
Premier Software Support (PSS) is designed to meet the critical needs of high demand users. It is especially appropriate during development phases when downtime cannot be tolerated due to program deadlines. PSS assures maximum uptime for users with critical applications.
PSS provides priority access to COMPRO/ENCORE's Call Management Center (CMC), remote software maintenance support, on-site remedial software maintenance when required, automatic escalation procedures, remote installation assistance for general software releases, two (2) hour no-charge overtime work through for unresolved problems, and a subscription to the Software Update Service. Support for discontinued products is available on an individual bases, please contact your Sales Representative.
Orders must be placed prior to the expiration of the applicable software warranty or preceding SUS subscription. If a lapse in the subscription occurs, a pro-rated amount may be charged to the customer from the time of the expiration of the warranty or subscription to the start day of the new subscription.
CMC is the single point-of-contact for COMPRO/ENCORE customers requiring technical support. The CMC is easily accessed domestically via our toll-free number, 1-800-936-2673.
COMPRO/ENCORE's Call Management Center provides the following services for software customers:
COMPRO/ENCORE will conduct all troubleshooting analysis and remedial support required to maintain the software products to the delivered specification during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.
Service performed outside the Principal Period of Maintenance will be charged to the customer at the standard published Time and Material labor rates.