Q & A for Current Property Intellect 2.1 Owners

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Product Information

Q. What’s new?
v3 is considerably larger and more capable that v2.1. Some concepts will be familiar whilst some are completely new but we’ve tried hard to make things retain some degree of familiarity about them for existing users. Please see the v3 information page here for more details of the new product.

Upgrades

Q. Will I be able to upgrade from my current version?
Yes. Existing users of v2.1 have two options:

Upgrade your data. A special v2.1 to v3 data import tool is available for this.
If you do not have significant amounts of data, or your data is incomplete or out of date then you might want to consider simply re-entering it into v3.

Q. Will you let me know when it is available?
All existing users will be notified upon release.

Support

Q. What support am I entitled to as an existing 2.1 user?
From 31 March 2008 we will be offering phone and email support to those users with current support contracts only. Peer support will be available from the revamped product forums but we regret that we are no longer able to offer direct support to those without support contracts.

Q. Will my current support package still be valid?
Yes. The support package for existing support members will be automatically carried over to the new version. There is no need for any action on your part.

Q. So what is happening to version 2.1? Do I have to upgrade?
As of 31 March 2008, the Consumer version 2.1 is being removed from sale and excepting those people with existing v2.1 support contracts or agency editions, it no longer be a supported.. We will not be forcing anyone to upgrade, but are advising all users to upgrade to v3.0 as soon as practically possible. Property Intellect v3.0 offers a depth of functionality and robustness that is not possible to achieve with the current version and will be the focus of our efforts for future development.

Q. Where has the members area gone?
The members area is no longer needed from a support point of view as updates are taken care using the AutoUpdate systems, and this will continue to be the case in v3. The Knowledge Base has now been successfully migrated to the new version linked to our support ticketing system. Essentially, the reason for existence of this section has largely dropped away naturally and its removal will allow us to concentrate on improvements to more heavily used parts of the site.

Q. Why do I now have to pay for support?
We have invested nearly 3 years and considerable money in the development and future of Property Intellect. Given the expanding popularity of the system, it became obvious that it is no longer economic to provide high quality support for free to all users and we had to make some tough choices. In order to protect the quality of the service we will now be charging a relatively modest sum to cover our costs. We hope you understand why we feel it necessary to do this.

Q. What support Improvements have been made?
Three major improvement have recently or are about to be made:

We have recently introduced a ticketing system to ensure consistency and traceability to support incidents.
We now have a queuing system on our phones so that you can call if your need is urgent.
The forums are in the process of being revamped to make better use of them as a peer-to-peer support system. This will allow users to answer each other’s queries.
A new searchable ‘knowledgebase’ is available for v3.0