To escalate an issue, ask your support or sales representative to escalate it to the Manager of Customer Support. If you are unable to arrive at resolution, ask for the issue to be escalated to the Vice President of Product Development. If you still are not satisfied, you may appeal to the General Manager of MKS Software. If they are too large to download, we make them available on CD at your request, as long as you have a current PCS support and maintenance contract. We notify customers of updates via our Interoperability Times newsletter, via our customer support newsletter, via e-mail if you have reported a problem that is fixed in the update, and by announcement on the web site.
Patches are password-protected.
To get the password, you must have a current PCS support and maintenance contract. You can request the password from the patches page of the web site, or by speaking with your support representative. We notify you directly via e-mail when we release a patch containing a fix to a problem that you have reported. We also put links to the patch and a description of the patch on the patches page of the web site. If you have requested a new feature or enhancement that we are going to implement, we will ask you to participate in the specification and testing of that feature or enhancement.