As part of your Procede Software contract and monthly maintenance and support fees, you have access to the Support Services Web site. Support Services is staffed by our in-house team of experienced application system consultants, whose primary role is to help ensure you’re getting the full benefit of Excede DMS.
Support Services that fall under your monthly maintenance and support fee include:
Online help is available through our password-protected Support Services page and our Support staff is on-hand Monday through Friday from 6:00am to 6:00pm PST. The site is also used to facilitate enhancement requests, manage bug notifications, and handle inquiries about Professional Services. The Resources page (password required) provides additional access to downloads, training assistance, and other information. Of course, afterhours support is always available for those times when the question needs an answer now.
You have immediate access to software updates as they become available. This includes the core Excede DMS software, contracted add-ons, and contracted manufacturer integration solutions. It does not include component updates such as forms, custom reports, third-party data feeds, and custom applications.
If your in-house IT staff has the expertise to implement these updates, we’ll provide you with comprehensive instructions. If your IT staff needs additional support, we’ll direct you to our Professional Services team. Either way, we’ll recommend a solution that meets your needs.
Contracted Parts Masters (Price Tapes)
Price Tape updates can be downloaded for each contracted manufacturer interface, as they become available. For each contracted vendor who supplies price files, Procede will attempt to obtain the updates directly, and distribute the formatted file for import into Excede DMS to each authorized dealer.
Documentation is an ongoing and collaborative effort between Development, Procede consultants, and you. It tends to be version-specific, and updates are periodically available through the Resources page (password required).
Not sure what's covered? Not a problem.
We’re happy to diagnose your problem and recommend steps to address the underlying cause. If it falls outside the scope of Support Services, we’ll suggest steps your IT department can take. If you need outside help, our Professional Services team is always available to lend a hand.
"The support continues to be fantastic. The response time is quick and all my issues are resolved almost immediately. And, as someone who is not a ‘techie,’ I always appreciate that Procede’s support team is patient when they’re walking me through troubleshooting."
Flag City Truck & Equipment
"A couple of years ago, we brought all our dealerships under one corporate structure in Excede. I was the last one to believe that we could use the software to manage the accounting more efficiently, but I am a believer now."
Lonestar Truck Group