MasterControl maintains several levels of support, ranging from online self-help to in-person assistance. All these options are put in place to provide greater customer satisfaction.
The MasterControl Customer Website allows you to access a variety of information that will also support you in your use of the software. You'll get immediate access to industry white papers, product technology papers, MasterControl software tips and tricks, release notes and tech support documents.
MasterControl products are supported according to the following time-based phases:
Updates and fixes are created to address critical and important issues with released versions of MasterControl software. These issues are combined into a single package called a Fix Release, which is made available for installation. Fix releases are cumulative, meaning each new fix release contains all the fixes that were included with the previous fix releases plus any new fixes. Fix releases are indicated by incrementing the third digit in the version number, such as version 1.0.x, where X represents the number of fix releases provided for version 1.0.
When support for a specific version of a product ends, as defined by the Lifecycle table, support of the fix releases for that product will also end.
This MasterControl Product Support Lifecycle policy has no effect on how long a customer that purchased perpetual licenses can use a product. (Subscription and ASP licenses expire based on the date specified in the customer's contract.)
You can also find technical support on the MasterControl Customer Website that provides technical support documents, email support, and product and education information. This password-protected site is updated regularly to provide the latest support information to make using your MasterControl software an easier and more productive experience every day.