At CMS Prodex, we take improving and maintaining our software products very seriously. Once our software is in your possession, we are always here to offer you any help you might need, either relating to the operation of software or to solving any problems that could immerge. We want to convince you that your investment in our product is worthwhile. Our aim is to give you the support of the highest quality and ensure you that our successful relationship has begun.
Support Portal
We have created Support Portal (technical support and software version updates) so that you can have everything you need at one place. Only registrated customers who have a current maintenance agreement can successfully access the support portal and get the support.
Technical Support Services
The technical support is available 24hours a day and it is achieved through the Knowledge base and Help desk.
A quick check of the Knowledge Base often solves the problem in just a few minutes.
The purpose of the helpdesk is to provide a central location for you to interact with our experts to resolve any problems, ask questions, and / or discuss any concerns you may have in connection with our software. You can submit unlimited number of incidents and track the status of open problems. In most cases we will solve your incident within two business days of notification.
Technical support is available for software installation, resolving software errors, assisting with software operation and not designed for building projects from scratch, analysing projects, or software training. These services may be obtained from our Training and Consulting services.
Software Version Updates Services
You are entitled to new versions or sub-versions of software for the products you have licensed. The Support Portal contains a list of the latest versions and the associated documentation such as installation guides, user manuals and release notes.
Maintenance Services
Full year of maintenance is included when you purchase your software. Shortly before your maintenance subscription expires, renewal notices are sent to you via e-mail.
If you choose not to renew your maintenance subscription, none of the above benefits will be available to you. Technical support is available and will be charged per incident, and future software version and subversion will be available at standard retail prices. Lapsed maintenance subscription may not be renewed.