ProMass Support Overview
Current versions of ProMass supported or available for purchase across all platforms
| MS Platform | Current Available Version | Where can I purchase a new copy | Where can I purchase an upgrade | What Versions are Currently Supported? |
|---|---|---|---|---|
| ProMass for Xcalibur | Version 6.0 | Directly from Novatia website. | Directly from Novatia website. | Versions 5.0 and 6.0, supported directly by Novatia |
| ProMass for MassLynx | Version 6.0 | Available from Waters. | Directly from Novatia website. | Supported by Waters |
| ProMass for Shimadzu | Version 1.0 | Available from Shimadzu Scientific. | No Upgrades Currently Available. | Supported by Shimadzu |
| ProMass for Sciex | Version 2.0 | Directly from Novatia website. | No Upgrades Currently Available. | Supported by Sciex |
Novatia is here to provide expert help for your ProMass inquiries. We have enlisted the help of an AI chat bot which can be found on our ProMass Knowledge Base page. We also routinely update our ProMass Knowledge Base page with answers to common questions to help promote a refined customer support experience. ProMass also comes with a complete set of on-line help and PDF User’s guide. This is often the fastest way to find an answer to your question. On-line help is available from the application via the Help menu from the ProMass main application window or the Windows Start Menu under Start | Programs | ProMass for Xcalibur | ProMass Help. The PDF ProMass User’s Guide is also available from the Windows Start Menu.
1. What support is available for ProMass users?
- Technical support for unsupported ProMass versions are limited to self-service only (knowledge base, on-line help files, etc.). It is recommended to upgrade your copy of ProMass to the latest version so that you continue to have access to patches and bug fixes.
- Depending on what platform and version of ProMass you have the support may vary. Please see the table above for who supports which ProMass platforms and what versions are currently supported.
2. Software Updates
- ProMass 6.0 customers are entitled to free maintenance updates during the lifespan of ProMass 6.x.
- Users of older ProMass versions that utilize the dongle version may purchase a license upgrade to the most recent version of ProMass available on their platform. This will provide access to new features and stay current with technical support. The price of upgrading is much less than the cost of a full license.
3. ProMass Support – What is included?
Novatia’s standard level of ProMass support includes the following:
- Knowledge Base articles pertaining to commonly observed questions and solutions
- Access to the latest on-line help files
- Email support for questions about ProMass
- Help pages and video tutorials to guide the user through typical use scenarios
- Answers to your licensing questions
- Maintenance updates free of charge for currently supported versions
4. What if I need more help?
If you need more than the standard level of support, we can customize a technical support package for you, based on your needs. This will require a custom quote from us and may include one or more of the following:
- Remote support session to help set up Xcalibur processing
- Remote support session to assist the user with ProMass installation and setup
- Optimization of ProMass parameters for user specific data sets
- Detailed processing questions and assistance
- Customizing report templates
ProMass support DOES NOT include Novatia’s proprietary instrument methods, workflow setup, or other items which are included in our applications packages (e.g., Oligo HTCS systems).