Pinacle support provides quick resolution of problems by telephone, fax, e-mail or on-line as appropriate. Support is mostly provided by staff who have been responsible for designing and/or writing the software: there are no staff whose only responsibility is support. This philosophy enables development staff to relate to the challenges encountered in practice and to take this into account when new developments or enhancements are designed.
The support contract entitles users to software upgrades and product enhancements to their existing software as Pinacle evolves to keep pace with changes to legislation, software improvements and changes in computer environment. Hence, new versions of an operating system do not require re-licensing of Pinacle components, but are included in the support agreement.