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Answers from Software Support
PPC maintains a staff of trained professionals to provide customers with solutions to technical issues and information about PPC's electronic products. PPC's Software Support Department can assist you with any PPC software problems you may encounter. When you call, you should be at your computer and have the appropriate product documentation at hand.

Refer to our Software Support Policy at right.

Please Read Frequently-Asked-Questions First
Before contacting us, please read the Frequently Asked Questions. Your question may already have been answered. If you don't see the answer you need, please use one of the contact options listed below

Go to Software Support Frequently Asked Questions

Email Software Support
ppc.software.support@thomson.com

Telephone Options
Representatives are available from 9:00 AM to 7:00 PM, Monday through Friday EST, to answer your calls.

Telephone: (800) 323-8724 (select option 8)

Fax: (817) 877-3694

Note:
When submitting a request via fax or e-mail, please ensure that the information listed below is included with the inquiry. If you are contacting us by phone, please be prepared to give the following information:

Your PPC account number
The name and version of the product you are using
The exact wording of any messages that appeared on your screen
What happened and what you were doing when the problem occurred
Steps taken to resolve the problem
MS Windows version
Network operating system with version
The type of hardware that you are using, including network hardware

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SMART e-Practice Aids Quick Reference Card
SMART e-Practice Aids Quick Reference Card

e-Tools Quick Reference Card
e-Tools Quick Reference Card

Software Support Policy

PPC will provide free technical support of the current version of our products and for the previous version for 90 days after the new version is released. After 90 days, PPC will charge $49.00 per incident for technical support. PPC will only support the current version and the one prior product version. Please see the following example:

Version 1 is purchased. PPC provides free technical support.
Version 2 is released. PPC provides free technical support for 90 days on version 1, and after 90 days provides technical support at the rate of $49.00 per issue.
Version 3 is released. PPC does not provide technical support for version 1.

Should a product be discontinued, PPC will provide support for 90 days after the date the product was discontinued.

Support will only be provided when software is installed in accordance with PPC's published installation instructions on a computer meeting the minimum system requirements. PPC cannot provide support for operating systems, network operating systems, other company's software, or your hardware.

PPC Software Support