Prophesy has great pride in its reputation for providing exceptional customer support since beginning operations in 1984. Our logistics customers expect and receive a quick response to a support call and a timely resolution to questions or problems. At Prophesy, support means supporting the customer and the product. The three aspects of support are Support, Maintenance and Upgrades.
- Customer Support
Customer Support includes unlimited toll free telephone support and electronic support via email for the correction of all errors and malfunctions, assistance in the proper use of the system, assistance in the correction of errors in customer data, etc. At Prophesy, we expand the definition of customer support and include special modifications or reports that a customer might require to make better use of the software within their environment, provided that these modifications do not require significant development effort or require changes to the system that would effect other customers.
- Software Maintenance
Software Maintenance includes the correction of all errors and malfunctions in the software and any programmatic changes that may occur in the current version of the software. These changes may be more than just bug fixes, and may include system operation improvements, speed improvements, custom reports, etc. These programmatic changes will not significantly change the system such that a new release would be made generally available. Software maintenance pertains to the initial version release of the software as originally installed.
- Software Upgrades
Software Upgrades include enhancements, modifications, additions, and improvements to the software that do not substantially change the Software to the extent that such an enhancement, upgrade, modification, addition or improvement is marketed by Prophesy Transportation as a new and separate module or product. Prophesy normally provides one generally released upgrade per year. However, in providing support Prophesy may make a change for a customer and email a new release to that customer only.