Preferred Customer Subscription (PCS) Annual Support Contract
Having a technical problem can be a very frustrating experience. It can virtually stop productivity and cost you valuable time and money. That's why MKS offers our Preferred Customer Subscription (PCS) program, an annual contract to help you get the most from your purchase. With a PCS support contract in effect, you receive the following support services:
- Unlimited Support — As a preferred customer you are guaranteed replies to any questions regarding supported versions of our software. PCS is unlimited in the number of calls or e-mails, the number of questions you may have, or the amount of time we spend with you. Our objective is to be there to help you, every business hour of every business day.
- Patches and Upgrades — Preferred customers also receive, upon request, all patches and upgrades of software and online documentation for one year, at no charge. In any given 12-month period, MKS typically releases one minor upgrade (maintenance), one major upgrade (new features), and several patches, none of which you will want to miss.
- Access to Information — Customers with PCS may elect to receive periodic mailings from our customer support organization. These mailings--geared at end users--outline new features, give tips for using features, discuss how to solve common problems, and provide other frequently requested information. Moreover, as MKS moves more of its internal support information onto the support web site, only those customers with PCS will be able to access this controlled information, that will include instant status about reported issues, a searchable database of frequently asked questions, and much more detailed self-help information.
On-site assistance is not available under the standard support contract, but may be purchased on a time and materials basis. MKS can provide other support services by special arrangement.
How to Obtain a Support Contract. All products are available for purchase, bundled with one year of PCS. The easiest way to get PCS is to purchase one of these bundles from our Web Store or from one of our sales agents. If you are not currently on a maintenance program and would like to be, contact MKS directly at 800-637-8034 or +1-703-803-3343.
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