Support overview
About our support services
We provide extensive support services across both the user and administrator experiences. Read on to see how our support tools work and help you administer your product purchases, keep them running smoothly and get the most out of your software in the workplace.
PFAccount admin support
For your general administrative needs such as purchasing options, licensing, software updates and installation. Available directly to all PFAccount administrators from within the PFAccount portal.
PFUser support
The in-app instant messaging system where application users can chat directly with our product specialists for advice on using the application, reporting bugs and requesting features.
(Not available to students or education customers)
PFBucket support
In-app instant messaging system via the PFBucket desktop application for help getting your dynamic applications running and managing your software entitlements. Exclusive to assigned bucket admins of Dynamic entitlements.
(Not available to students)
Supported products
All rental products
- All support services are inclusive of the purchase price of all rental products.
Permanent products with an active maintenance subscription
- Maintenance should be purchased in addition to permanent products.
Unsupported products
Permanent products (2018 & later) without active maintenance.
Legacy permanent products (2017 & earlier).
EOL products,
- PFHoe, PFMatchit, PFDepth, PFPrep
Expired rental products
What is maintenance?
Maintenance Subscriptions only apply to permanent entitlements and are an optional additional purchase. The maintenance subscription combines software upgrades, bug fixes, user support and PFBucket support services in one package.
If your maintenance subscription expires, you can continue using your permanent entitlement with the last software version released within your previous maintenance subscription period. You will no longer have access to the support tools or subsequent software releases.
How many support tickets can I submit?
User support and PFBucket support use a ticketed system that limits the number of open support tickets to the number of supported products owned by the PFAccount.
For example, suppose your company's PFAccount owns four supported products. In that case, you can have four open support tickets shared over a maximum of four individual users at any one time.