Premirus product support is readily available online from the Premirus Product Support Portal and the Premirus Knowledge Base 24 hours a day, seven days a week. The Premirus product support team may be reached via the Product Support Portal or through via phone. The quickest means of finding answers to your questions is the Portal and the product knowledge base, as response times to online and telephone support reqests will vary based on volume and product release schedule. Both online and telephone requests are handled on a first come, first serve basis.

Premirus provides direct online and telephone based customer support for its products. This support may include use of internet sessions where Edoctus support personnel can either demonstrate techniques, provide direction, or view the customer representative’s desktop and suggest or implement appropriate measures to mitigate problems. The basic support plan includes software maintenance, bug fixes, and upgrades to all new releases of the product within the term of the contract, and includes remote installation of upgrades and bug fixes by Premirus personnel. The basic support plan provides for up to four (4) hours of support per month to the customers' administrative personnel. Direct end user support is not provided as part of the basic support plan. Additional hours of business analysis and other support may be purchased at the rates specified in the Product Support Contract. Bug fix and issue resolution time, and time directly related to software upgrades and version upgrades, is not subject to the four hour limit and is provided at no additional cost.

Response time on non-critical issues is no more than 8 business hours. Response time on critical issues is one business hour or less. Services are provided between the hours of 7:00 AM CST and 6:00 CST on basic support contracts. Extended support, with options up to 24x7, 365 days, is available.

Premirus utilizes industry standard Citrix GoToMeeting software for support of remote installations. In some cases, Premirus may request access to the server utilizing VPN and Remote Desktop, if such access is available. If remote desktop access cannot be provided, a customer representative must be available during support sessions to work with the Premirus support professional. In many cases, Premirus performs standard maintenance on client installations and is provided with direct access to the server. In cases where such access is provided, a mutual/reciprocal nondisclosure agreement is required. A sample of Premirus’ standard agreement is provided in the legal section of this web site.

Escalation of issues depends on the nature of the problem. If a server is completely down, or mission critical services are not available, escalation of issues to senior team members within one hour is provided. In less severe situations, escalation to a more senior analyst is provided if an issue in not resolved within 24 hours.

Premirus offers on line access to its issue tracking system via this Product Support Portal for direct reporting of issues and monitoring of issue status. This issue tracking system is available to one user at each customer location.

Premirus includes all version releases and upgrades, major or minor, in its maintenance agreements. Remote installation for these releases is also included.