GeNUIT understands the importance of an experienced support team that is responsive to your needs. That’s why PROMYS support is provided by a knowledgeable team of PROMYS experts, both at GeNUIT and from our authorized channel partners. The PROMYS support team offers exceptional service and comprehensive support to solve your issues quickly. GeNUIT offers a variety of support programs to protect your investment, maximize your return and meet your business’ needs.
Pay As You Go If all you need is the occasional technical support call, you may opt for our Pay As You Go service. Response time is offered on an incident-by-incident basis (15 minute minimum). Standard Support PROMYS Standard Support is a cost-effective option that provides high-quality support. Standard Support is available Monday through Friday (excluding holidays), 8 a Standard Support subscribers receive one MyPROMYS Portal license. Platinum Support PROMYS Platinum Support is designed for clients looking for the most comprehensive and responsive service. In addition to those services provided through the Standard Support plan, Platinum Support features extended support hours, 4 hour response times, priority call handling from a product specialist, five MyPROMYS Portal licenses, and discounts on professional services including training (available in North America). Platinum Support is available Monday through Friday (excluding holidays), 8 a.m. to 8 p.m. EST and Saturday, 8 a.m. to 5 p.m. EST.
LIVE PHONE SUPPORT All calls are answered by a live support representative who will create a service ticket to help resolve your issue quickly NO CASE LIMITS PROMYS is committed to meeting your support needs and does not limit the number of cases that can be opened PRIORITY CALL HANDLING Platinum Support clients enjoy shorter hold times and faster resolution than Standard and Pay As You Go clients RESPONSE TIME If PROMYS users experience technical difficulties, they can count on our support team to respond in a timely manner AFTER-HOURS SUPPORT After-hours support is available 6 p.m. to 6 a.m. via email NEW RELEASE TRAINING - FREE A new release training Webinar on new and upcoming features is offered for all support program customers free of charge. Clients not covered with a support program pay US $25/person ADMINISTRATOR TRAINING Up to one hour per quarter of custom training for your organization’s PROMYS administrator DISCOUNTS ON TRAINING Customers enrolled in an annual support program are entitled to discounts on PROMYS professional services MyPROMYS PORTAL Customers, manufacturers, distributors, contractors and business partners can use personal MyPROMYS portals to instantly submit a support request, view invoices, etc. Use the MyPROMYS portal to view the status of your support call . SIGN UP TODAY! . To sign up for a PROMYS support plan, or if you would like more information, call 866.728.2345 ext. 344 or email info@genuitinc.com to speak to a PROMYS sales representative.