Maintenance & Support Plans

Pacen enterprise software solutions incur mandatory 12 months Annual Maintenance & Support (AMS). Support agreement generally includes free technical phone, email and web support and free version updates and upgrade*. AMS may be renewed on an annual basis at the rate of 20 -25%* of Pacen's published list price.

Annual Maintenance & Support provides**

Unlimited access to the Online Support Centre
- Product knowledge articles / solutions database
- Open and closed defects
- Enhancement requests

Electronic submissions of issues and question
- Access to current shipping version Product Updates (service packs and hot fixes)
- Access to Product Upgrades (new releases) at significantly reduced priced
- Telephone Support by both Pacen Corp & Suppliers
- Upgrade Protection - you have access to all Product releases for your software title (same edition) at no added cost.
- Escalation to an available technician at our software suppliers Tech Support department
- Escalated issue follow-up

*Dependant upon Suppliers policies
**If applicable to software supplier

Operational Support
Pacen provides telephone & email support together with unlimited access to those solutions available by our Product Partners. Pacen carry out first level support on all our Software solutions for our customers in Australia, New Zealand and the Pacific Rim region

Implementation & Upgrade Support
Pacen can provide full on-site implementation services this is a chargeable service based on an hourly or daily rate (see Professional Services).

Onsite Support
Onsite support is a chargeable service; and is charged at an hourly or daily rate (see Professional Services).