Technical Support Terms and Conditions

Support Hours

Support from PRD Software directly is available Monday through Friday between 9:00am and 5:00pm Australian Eastern Daylight Saving Time. (See current time)  If you need to contact us on weekends or outside of these times, please send an email, leave a voice mail message, log a job via our on-line helpdesk, or contact your local HelpMaster Pro reseller.

Support Eligibility

Support is available to all clients using HelpMaster Pro and those who are evaluating PRD Software products. Please note that charges may apply for clients without a current Annual Maintenance Subscription, or where support is not directly related to a failure of HelpMaster Pro.

Products Supported

PRD Software offer technical support for the latest 2 major versions of HelpMaster Pro, as well as limited support for the product that is 3 versions behind. 

Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.

End of life notice and Limited support period

Whenever a new major version of HelpMaster is released, an "End of life" notice for the version that is 2 major version behind the current version will be posted on the announcements forum of the HelpMaster discussion board.  This product will then enter into a period of limited support for 3 months.  During this time, this product will no longer receive any code updates, and no further maintenance releases will be made.  Technical support will still be available during this time.

What's Not Supported?

Due to the diverse nature of software and installations, PRD is not able to provide free support for network and system issues, or 3rd party software applications. When a support request is submitted, an initial assessment will be done to determine the nature of the issue and the client notified accordingly. Configuration, training and consulting matters are not covered under technical support and should be referred to Professional Services.

Renewing Annual Maintenance Subscription

The 1st year AMS is included with the purchase of the software. Renewal is then calculated at 20% of the current list price for all licences. If you have purchased additional licences during the year they are renewed on a pro-rata basis to align with the anniversary of the original purchase.

What do I get for my Annual Maintenance Subscription?

During the term of your AMS, you will get...

• Full technical support (Additional charges will apply for on-site support)
• Full product upgrades
• Access to on-line knowledge base articles
• Access to the on-line HelpMaster Pro discussion board
• Access to the PRD Software on-line helpdesk

Contact methods

PRD Software provides telephone, email and internet based support.

For contact details, please see our contact details page.

You may also prefer to contact your local distributor.

Scope of support offered under an AMS contract

Technical support does not  include the following services:

• Importing or conversion of existing data
• Custom reporting or database query design
• Custom development work of any sort
• On-site technical support of any sort

These services are available through our Professional Services.