Help Desk
Product Support
Product support is available by email, phone, or logging into our FreshDesk support site.
A: Email to support at primecode dot com , or
B: Phone +1.905.677.6666 or
C: Click on this link to the PSI FreshDesk site: primecode.freshdesk.com
Support Commitments
Support Staff Response Commitments
Our dedicated support team is committed to responding quickly to customer support requests. PrimeCode Services Inc. has a support policy that is based on differing severity classifications of support requests. These severity definitions are described in the table below.
Our support staff are available for all types of support calls between the regular business hours of 9 a.m. and 5 p.m. North American Eastern Time. After-hours support is available, but for emergency calls only.
PSI uses FreshDesk, for its web-based help desk system to record and track support requests. FreshDesk is one of the most widely used help desk systems.
Support Process
PrimeCode Services Inc.’s support services are provided directly to customers out of Toronto, Canada.
Customers can contact support either by phone, e-mail, or our web-based help desk system, FreshDesk. We refer to all support requests as ‘calls’. This is what happens when we get your call:
- We receive your call, e-mail, or FreshDesk entry.
- If you phone in your request or send an e-mail, we enter your call details into FreshDesk to create a record of the call.
- FreshDesk generates an automatic acknowledgement to let you know your request has been logged.
- After an initial assessment of the call, our support staff will respond to you with one of the following:
– An answer to your question or a resolution or workaround to your problem, or
– Confirmation that they were able to build a test case to reproduce the reported problem, or
– An indication of the next steps they will take to further investigate the problem, or
– A request for more information or sample files to allow them to better understand the nature of the call - Upon receipt of any additional information requested, our support staff will continue to diagnose the problem, recommend a solution, inform you of a workaround or provide an answer to your support question.
- The call will be closed in FreshDesk when you confirm you are satisfied with our response or after several days elapse without any response from you to our follow up queries.
- In the event that our support staff determines the support request is a potential software defect, they will reproduce the conditions in a test case. The test case and all submitted information are passed to our Product Development Team for further investigation.
- Other calls we receive are for enhancements to our products. For these requests, our support staff will enter them into FreshDesk then confirm the requested enhancement does not already exist in the product or is not already planned to be added to the product in the future. If it does exist, you will be informed and the call will be closed. For an already planned enhancement, you will be informed of what we plan to do and if known, when it is likely to be available. If this is a new enhancement which the support staff believes will be a strong addition to the product, it will be placed on the list for upgrades.
- When this occurs, we place the FreshDesk call ‘on hold’. The support staff is kept informed about the investigative work being done by the developers on the problem or request. The development team will assess the information. If it is found to be a software defect, development will provide an estimate of how long it will take to fix and an indication of when it is likely to be made available. The development team will work closely with support to provide you with a possible workaround. If the issue is deemed an enhancement, it will be reviewed during our product planning cycle.
- We will only close a FreshDesk call corresponding to a software defect after the problem is resolved by Product Development or after a tested software remedy is available.
- Our support group is your main point of contact throughout the support call/problem lifecycle.
Support Request Acknowledgement
If you leave a voice message on our support line requesting assistance or submit a support request via e-mail or FreshDesk, support staff will provide an initial response to acknowledge receipt of your request and/or provide initial feedback to your request within the following response times:
Initial Response To:
Support Voice Mail
Within 1 hour of our receipt of your message.
Support will return your call within 1 hour of our receipt of your message. Support voice mail is checked at least once each half hour.
Support Cell Phone
Immediate response to the call or a call back as soon as we are aware a voice mail has been received.
We provide this level of service after-hours for emergency calls only.
Support e-mail
A maximum of 1 business day from the receipt of your e-mail.
Support e-mail is checked a minimum of twice per day and you will receive a response as soon as the e-mail is read. For urgent support issues please phone PSI directly.
Support's Web-Help Desk - FreshDesk
A maximum of 1 business day from the logging of a FreshDesk call.
The FreshDesk system notifies staff via e-mail, which is checked a minimum of twice per day. Staff also monitors FreshDesk throughout the company’s business day to respond to any newly-entered calls. FreshDesk automatically acknowledges any request it receives. You will also receive a response from our support staff as soon as the e-mail is read.
An emergency call entered in FreshDesk immediately triggers the system to send priority e-mails to support personnel as well as PSI management. You will receive a response from the first person qualified to help you after reading the FreshDesk entry.
Support Request Progress Updates
Customers will receive regular progress update reports for support issues at intervals commensurate with the severity of the problem. This table outlines the definitions of the severity issue levels and shows you our follow up commitments:
Update Schedule:
1 - Critical
Severity
1- Critical
FreshDesk Convention
Emergency
Definition
The support issue impedes the customer's ability to conduct business and there is no workaround available to avoid the problem.
First Status Update
After the initial response, support will update customers with a progress report on resolving the issue.
Within 1 hour of the initial response.
Subsequent Updates
Regular progress reports at these intervals can be expected until the issue has been resolved.
Every 4 hours until a proposed resolution has been provided and accepted by the customer.
2 - System Unusable
Severity
2 - System Unusable
FreshDesk Convention
High - Normal
Definition
The support issue impedes the customer’s ability to conduct business, but there is a workaround available for the problem.
First Status Update
After the initial response, support will update customers with a progress report on resolving the issue.
Within 1 business day of the initial response.
Subsequent Updates
Regular progress reports at these intervals can be expected until the issue has been resolved.
Every 3 business days until a resolution has been determined.
3 - Inconvenient
Severity
3 - Inconvenient
FreshDesk Convention
Normal - Low
Definition
The support issue is a minor product failure causing incorrect, incomplete, or inconsistent results. Generally, a workaround for the problem exists, but this is not necessarily so.
First Status Update
After the initial response, support will update customers with a progress report on resolving the issue.
Within 2 days of the initial response.
Subsequent Updates
Regular progress reports at these intervals can be expected until the issue has been resolved.
Customers will be advised only if the bug-fix or enhancement schedule changes.
After we complete our initial investigation of a call, we will sometimes place the call “On Hold” in FreshDesk. This is done for one of two reasons:
1. The support issue has been reproduced by us and tracked as a problem. It will stay on hold until the issue is closed. Problems being tracked are closed in one of several different ways: we develop and satisfactorily test a solution for the problem; we provide a workaround to the problem and decide no further work on this problem is required; a request for an enhancement to the product is declined.
2. The customer requires an extended period of time to provide us further information or to try a solution or workaround we recommended. You will be notified by our support technician of a change in status for any call that has been placed on hold. Our Update Schedule does not apply to calls placed on hold, regardless of the call’s original severity.
Coverage
Our support staff is available to respond to your requests from 0900-1700 hours, North American Eastern Time. Email support at primecode dot com, phone +1.905.677.6666, or click onto the PSI FreshDesk site here: primecode.freshdesk.com.
For emergencies only, we provide after-hours support coverage. If you need an urgent response to a critical issue, phone the main PSI number (+1.905.677.6666) and choose the after-hours support option. You will be automatically connected to the mobile phone of one of our support staff. We would like to emphasize that this service is provided to help you with emergency situations only.
Current Product Release and Support Schedule
| Software Product | Current Release | Eligible Releases for Patches | Date and Version for the End of Patch Eligibility |
|---|---|---|---|
|
RMS |
D20.18
|
D20.18, D20.17, D20.16
|
With the release of D20.18, D20.15 has been dropped from the list of releases eligible for patch support. |
|
PrimeCode Feature Servers |
v3.5.9 |
|
|
|
PrimeCode GUI |
v3.5.9.1 |
|
|
|
CRW |
v2.0.3 |
v2.0.3 |
|
RMS
Current releases supported and patched: D20.18, D2017P03, and D20.16.
D20.15 has become a ‘support only’ release and no further changes to this version of the software will be made.
PrimeCode
Current releases supported and patched: PC 3.5.9 (+3.5.9.1), PC 3.5.8 (3.5.8.1), PC 3.5.8-A.
CRW
Current release is v2.0.3. The prior release, v1.2.0, for use with PrimeCode v3.4.2 or earlier and RMS C40.00 – D00.xx have become ‘support only’ releases.
Policy Regarding 'Support-Only' Releases
PrimeCode Services Inc. will make its best efforts to answer questions or provide suggestions concerning any of its products which exist in the ‘support-only’ category. For any of these older products or older product versions, PSI will not provide any software patches. Therefore, for any product problems customers encounter while using a ‘support-only’ release, unless PSI can provide a workaround to overcome the problem, the customer will be urged to immediately upgrade to the most current release as this is the version the customer needs to be running in order to apply any potential software fix from PSI. Of course, if the reported problem has already been resolved in a later release, PSI will advise the customer of this.
PSI strongly encourages its customers to maintain product usage at the most recent release levels. By so doing, customers will be in a position to obtain the most effective product support PSI can offer.