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PDSSupport: Frequently Asked Questions
What's the difference between "individual" and "team" support?
Team support only applies to companies owning multiple licenses of the same software but wanting to save on PDSSupport by assigning 1 contact person in their team as point of contact with PDSSupport team while remaining the individual assets of the support conditions. Consult your PDS contact for detailed pricing information.
How do I know which Support Contract I need?
If you have a question about how to use a certain functionality of the product, like ‘how do I create context-sensitive Help with Flare ?’ or, ‘how can I adjust the language of my installations with InstallShield?’: these questions can be asked to PDSSupport upon a Basic Contract.
If you have a question about your project in particular, for instance your project crashes for unclear reasons: this problem requires a closer examination of the project by PDS consultants. These questions will not be dealt with upon a Basic Contract, in this case you will need a PDS Support Contract.
Can I ‘upgrade’ my Basic Contract to a PDSSupport Contract?
Yes, you can, against the price-difference. The effective date of the first contract remains the effective date for the contract. During the validation period of your contract, it is not possible to switch from a PDSSupport Contract to a Basic Contract. This is possible when the contract is renewed; you have to inform PDS about this at least one month before the contract ends.
I have a Basic Contract. I have a question specifically about my project. What other options do I have, besides upgrading to a PDSSupport Contract?
If you do not want to upgrade to a PDSSupport Contract, you can hire PDS’ consultants on a consultancy-basis.
The version I have, is not the latest version of the software in question. Can I still close a PDS Support Contract?
Yes you can. But, in case your problem is solved in a later version, we will advise you to update your software. PDS will not work on any other workaround for the problem, unless on a Consultancy basis.
I just received the software, and I’m having some problems with the installation. Do I need to have a Support Contract to get help?
No, you don’t. Questions about installation of the software or about getting started, will be answered free of charge, if asked within 30 days after date of purchase
Can I hire the PDS consultants to learn me working with the software?
For training in InstallShield or RoboHelp, we usually refer
to the courses that PDS organizes
through the year. Our workshops, which are strictly 1-on-1 sessions are also an
attractive option. It is possible to arrange a course (on-site or at our offices
in Naarden), apart from the scheduled courses. There are certain terms &
conditions to arrange such a course, and other fees apply than the consultancy
rates. For more information, please contact PDS.