QLIMS Support & Knowledge Base
We understand that purchasing the LIMS is only the first step. Our support continues from day one and every day that follows. A partner now and into the future.
If you cannot find what you are looking for, please contact our Support Team
Why Renew
Renewing and maintaining your QLIMS support agreement is the easiest and most cost effective way of protecting your investment. An active support agreement ensures uninterrupted access to the latest upgrades, downloads and fixes/patches; skilled support professionals by phone, online portal and an extensive knowledge base of known solutions and self-help capabilities to keep pace with the demands of your business. You’ll avoid costly outages and loss of productivity and time, giving you the ability to focus on more strategy and operations. Less admin, more science!
Keeps your solutions up-to-date
As technology advances, the number of critical software releases, security patches and regulatory compliance updates increase. Software, hardware and cloud application features are continually added or enhanced as systems evolve, so you need to ensure your solution can keep up with the ever-changing technology environment.
What does my QLIMS support contract include?
- Support via online portal, phone including online remote screen sharing.
- Upgrade and maintenance releases at no additional charge.
- Ad-hoc bug fixes
- Assistance in finding the best ways to utilize QLIMS.
- Needs assessment for custom features (does not include custom programming or modifications)
- Attendance of user group meetings
- Ability to make feature requests through online portal
Why is it important to renew before my maintenance expires?
A renewal prior to expiration ensures continuous maintenance services and avoids additional fees when lapsed on support
What happens if I don’t want to renew my maintenance?
If your maintenance lapses, you will not have access to technical support, use of our support portal, knowledge base and product upgrades.
Why do I have to pay back maintenance fees if I lapse on support?
During any period of maintenance lapse, we continue to invest in product R&D to provide upgrades/newer versions. When you reinstate your maintenance, you receive the benefit of the developments that took place during the lapsed period.
What is the reinstatement fee?
This is a late fee for contracts that were not renewed prior to their expiration date.
I didn’t use technical support last year. Do I need to pay for service this year?
Customer’s support needs vary from year to year. There may be one year where they need little support, and another where they need more than their annual fee may cover. In either case, we are available and support them for their annual maintenance fee. OnQ Software staffs our developers based on the number of contracts in place to ensure we are available when the customer does need us.
Why is it important to stay current on support? Can’t I just pay as needed for technical support?
You can never predict when you will need support. A current support contract ensures that support services are available if and when you do actually need them. Remember that a current support contract not only provides you with technical support, but you also continue to receive all the patches/fixes, updates and new versions of your software product.
Can I renew just the maintenance and not support?
No. Your maintenance and support are combined under your contract need more than their annual fee may cover. In either case, we are available and support them for their annual maintenance fee. OnQ Software staffs our developers based on the number of contracts in place to ensure we are available when the customer does need us.
Can I do a partial maintenance renewal for my licensed product?
No. You must purchase maintenance for all copies of each licensed product or none at all for that product. You may not cancel maintenance on a subset of licenses to reduce maintenance fees.
What happens if I don’t renew? Can I still use my license?
Perpetual license customers will continue to be able to use the then-current version of their licensed software. However without a current maintenance contract in place, you will not have access to technical support, you will not have access to the latest version of patches and fixes from us and you will not be able to transfer the license to another host/machine. Should you need support moving forward, you will need to contact us to reinstate your support maintenance contract and will incur the associated back maintenance fees.
We can also be contacted directly via – support@onqsoft.com.au
