Support Centre

Support

Support Centre

Dedicated support so you can focus on what really matters.

Pronto Software's comprehensive Support Centre provides full ongoing application support for our customers.

Committed to customer satisfaction

We offer a range of support, consulting and development services to ensure you get the most out of your Pronto Xi integration. Our dedicated technical team specialises in web applications and have a detailed knowledge of the data driven from your Pronto Xi platform and are proficient at providing customers with personalized insight and direction

The team aims to provide timely, consistent, and reliable Support. We continually strive to provide an exceptional level of customer service. Clients can be assured of being able to work with someone who understands their company needs and requirements. Our support staff have extensive knowledge of our online applications as well as understanding your PRONTO-Xi ERP solution. Rest assured assistance will always be given by the person best qualified to give it.

Benefits our Support Centre brings
  • Experience – With over 30 years of experience in business software development and customer support, we know your business and know how your data communicates with your Pronto Xi ERP.
  • Reputation – We are committed to customer service and satisfaction. We appreciate the demands of online businesses and look after our customers to ensure that they can operate 24/7 and are rewarded through consistent recommendations.
  • Accessibiliy – We make ourselves available to you offering friendly and professional support by phone, email and online tracking tools for anything to do with your website, domains and emails.
  • 100% in-house – You can have the confidence knowing that are Support Centre is 100% in-house at Pronto Software. This means that our support is consistently of a high quality and the people you are communicating with are Pronto-Xi experts.
  • Full ongoing application support – Pronto Software's comprehensive Support Centre provides full ongoing application support for our customers. This includes:
    • Help Desk support (nominated hours)
    • Unlimited support for bugs with fixes and workarounds
    • Internet based support portal (ProntoPlus)
    • Right to new versions of software modules

Each member of our Support team undergoes continuous training to improve their skills not only in PRONTO-Xi, but also to hone analytical and problem solving skills.

The Support Centre's modus operandi

All Support calls are logged via ProntoPlus (using Pronto Xi Service Connect ) and are tracked using the PRONTO-Xi Service module. This system records all information about the company, contacts, all incoming and outgoing calls, the current status of the call, and the solutions.

This system allows the Support staff to respond quickly and thoroughly to service calls. It allows the Support Centre to document and monitor an issue or query from beginning to end; storing all information in an easily accessible database for viewing and reporting.

The majority of support calls are handled via telephone or direct internet access; this provides a rapid and effective solution to many needs. If required, support on-site can be obtained, however, depending on the nature of the work required, consulting charges may apply.

Should training or consulting be required Pronto Software has Professional Services staff available to provide these services either at a client’s site, or within our own offices (Consulting charges apply).

Hours of Support

Our normal hours of support are Monday to Friday between 9:00am and 5:00 pm (EST). This excludes Public Holidays.

ProntoPlus

ProntoPlus is a website that provides Knowledge, Interaction and Choice for PRONTO-Xi users. It can be accessed 24 hours a day, 7 days a week. Nominated users can log Support calls via ProntoPlus and check to see how their calls and/or modifications are progressing through the system. You can:

  • View the Latest News - Pronto Corporate news and Product announcements.
  • Training: access PRONTO-Xi Public Training Schedules and Course outlines.
  • Interact with the Pronto Software staff and other users using on-line forums.
  • Interact with Pronto (or your Reseller) by checking your outstanding Service calls and Development requests.
  • Search for Software Faults logged previously.
  • Personalise the view of your Home page.
  • Customise your shortcuts menu.
  • A dynamic help system now accompanies all sections.
  • Search PRONTO-Xi documentation (user guides, latest news, release notes, extra documentation) with ease.

ProntoPlus is your one stop shop to get the knowledge you need to extract even more value out of PRONTO-Xi. Visit www.prontoplus.com.au