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Why Promethean?

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

Software 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.