At Synercon we believe that a software product is only as good as the support behind it. If you have any a question about the application of a.k.a.®, or any issues with installing or operating the program we are always no more than a call, click, email or download away.

We are committed to providing our licensed users with quality support and upgrades to achieve the maximum benefit from the software, and our a.k.a.® Upgrade & Support Program (USP) facilitates this commitment.

What the Program Covers

Each a.k.a.® maintenance contract entitles the licensee to software upgrades and technical support for one (1) year from the month of purchase of the contract for the relevant a.k.a.® software.

The Synercon USP includes the following activities:

Software Upgrades

Scheduled releases of a.k.a.® are made available to all licensed users on our USP for the relevant a.k.a.® software. These releases contain new software features, as well as fixes to known incidents.

Each upgrade release is accompanied by the necessary setup program to quickly and easily upgrade your software to the later version. Upgrades are also accompanied by detailed Release Notes to let you know what has been added or changed in the latest release.

All licensed users on the USP are notified of each release as they become available. If desired, you can then download the new release from the a.k.a.® User website. Additional copies of the media (CDROM) can be purchased.

Software Fixes

If any a.k.a.® software product supported under the relevant USP fails to perform to specification, we may issue an unscheduled “maintenance release” of the software to resolve the problem.

Alternatively, fixes may be incorporated into scheduled releases of a.k.a.®, which are available free of charge to customers on the relevant a.k.a.® USP.

a.k.a.® Licensed User Download Area

The download area for licensed users of a.k.a.® on this website contains a wide variety of support information including:

New HTML templates for the Classification and/or the Retention & Disposal module

Demonstration databases

Technical and release notes

A links page to classification resources on the web

White papers and other useful information

Access to the a.k.a.® User Web Site requires a user ID and password, which will be established on commencement of your upgrade and support agreement.

a.k.a.® Online Forum

Synercon have established an online forum for a.k.a. users to facilitate discussion about a.k.a.® and relevant classification and records retention and disposal issues.

Access to the a.k.a.® Online Forum requires a user ID and password, which will be established on commencement of your a.k.a.® Upgrade and Support Agreement.

a.k.a.® User Group Forums

Synercon have established user group forums across Australia and New Zealand. These forums bring together licensed a.k.a.® users to share in the development discussions of a.k.a.®, make suggestions for future enhancements and share knowledge and experiences with other users.

User Group meetings will be announced directly to licensed a.k.a.® users in the relevant regions.

Email and Telephone Support

For email support, licensed a.k.a.® users should contact support@synercon.com.au at any time for technical assistance. We endeavour to answer most queries within one to two business days (and often within an hour or two).

For phone support, users should contact +61 2 9712 3000 during regular business hours.

Our normal business hours are 9:00 AM to 5:00 PM (Australian Eastern Standard Time), Monday to Friday. We observe most Australian National Holidays.

We provide a voice mail service and will endeavour to call you back as soon as possible (generally the next business day). Alternatively you could call one of the mobile numbers specified by the voice mail service.

What the Program Does Not Cover

Synercon Consulting Services

Synercon consulting services are not included as part of the a.k.a.® Upgrade and Support Program.

Should you require consulting in any of the following areas:

analysis and design

software configuration

data migration

implementation services

change management

please contact us at aka@synercon.com.au for a proposal.

Refer to the Synercon website for a full list of Synercon consultancy services.

Synercon Training Services

Synercon training services are not included as part of the a.k.a.® Upgrade and Support Program.

Should you require training on how to use a.k.a.® or how to construct classification schemes – please contact us at aka@synercon.com.au for a proposal.

Refer to our website for a full list of our training courses

Pricing

The a.k.a.® upgrade and support program price is calculated as a percentage of the list price of your a.k.a.® software. If a licensee has multiple seat licenses of a.k.a.® only the licenses paid for under the a.k.a.® Upgrade and Support Program can be upgraded.

For additional licensing and pricing information, please contact a.k.a.® sales staff directly at aka@synercon.com.au