At Promethean, we understand that every school is unique and faces different challenges. One size doesn't fit all. As a global leader of interactive technology in education, Promethean develops technology that transforms learning, helps make life easier in the classroom and improves student performance. Learn More
Support Service Schedule
Service* | Trial Period Service | Software with Active Support Agreement – Perpetual or Subscription | Software with no Active Support Agreement or Subscription |
Download and Installation telephone support** | 60 days from download***– during Promethean Customer Support Hours of Operation | For the life of the active support agreement – during Promethean Customer Support Hours of Operation | 90 days from download– during Promethean Customer Support Hours of Operation***** |
On-Line Knowledgebase and Forum Access | 24X7 at no charge | 24X7 at no charge | 24X7 at no charge |
Access to e-mail and telephone support** for break/fix issues**** | 60 days from download***– during Promethean Customer Support Hours of Operation | For the life of the active support agreement – during Promethean Customer Support Hours of Operation. | None |
Service Packs, Hot Fixes, and Updates | 60 days from download | For the life of the active support agreement. | None |
Version Upgrades | None | For the life of the active support agreement. | None |
* All support services are restricted to supporting services on a local PC, laptop or mobile device and do not include network support issues.
** Toll Free numbers for certain territories available upon License Registration.
*** Trial software cannot be registered and as such technical support via telephone may be provided via a charged telephone line and may be refused if customer is not able to prove that the software has been downloaded legitimately and is within the 60 day period from download.
**** Promethean cannot be held responsible or liable for any breaks in service caused by factors outside of its control. On-line access is subject to the availability of the service in a particular territory and to the service being fully functional at the time of use. Any advice provided via the on-line help is undertaken at the customer’s own risk. Response times to e-mail requests and queries will vary depending on the availability of staff, times of query being submitted and availability / functionality of the service at the time of submission of the query.
***** For Support Hours of Operation by country and by language go to the Technical Support Numbers page.
