Pay As You Go Support (Paygo)

Some of our customers only require occasional ad hoc support for GoldMine. This may be because they have expertise in house or only use the more straightforward functions so only need assistance from time to time.

PAYGO support from Prior Analytics works in much the same way as a mobile phone PAYGO contract. You purchase a block of support minutes up front and they are loaded onto your account ready for you to use whenever you need. Each time you email or ring the support desk, the amount of time taken to assist you and resolve your problem is recorded. For your own peace of mind, you can request a report of your PAYGO support usage at any time and it will be emailed over to you.

FAQ:

Will my minutes expire?
No, your minutes will remain on our system until you use them all up.

Do I have to pay up front?
No, so long as you have a valid credit agreement with Prior Analytics we will invoice you for your minutes on 30 day terms.

What happens when I run out?
Our team will notify you and ask you to purchase a further block of minutes to top up your account. Wherever possible we will advise you when you reach your last 15 minutes.

How long will my minutes last?
This depends on how many times you email or ring support. If we anticipate that your problem may be more complex we will give you a 'heads up' and try to estimate the amount of time that the call will take.

Is PAYGO Support suitable for my GoldMine implementation?
No, PAYGO support is not suitable for all our clients. Typically, it's suited to the smaller client for whom in a 'system down' situation, the loss of GoldMine would not be mission critical. We are not able to attach Service Level agreements to PAYGO contracts and customers with a full annual service level contract are answered ahead of PAYGO questions.

PAYGO support is available from 9.30 am until 5.00 pm – if you require extended hours of support you will need to opt for a full service level contract. However, rest assured that every PAYGO customer is valuable to us and every incident will be logged, issued a unique reference ID and tracked through our system.

For current PAYGO support rates, please contact the Prior team:

Tel: 0845 6588 121
E-mail: info@prior-analytics.com