| |
In general, GDM
fully supports the current release version of software, and offers
limited support for one previous version. For example, when ARM 9 is
released in 2012 it becomes the 'current release version', and ARM 8 became the
'previous version'. Thus ARM 7 became obsolete in 2012 because of the
upcoming ARM 9 release.
Please note
that within a software version listed below, GDM gives
free support only for the most recent free maintenance update.
Users should always
install the most recent free maintenance update before contacting GDM
for support. (Use this link to update ARM 8 and ST.)
GDM goal is to support our clients using our software.
Many software updates result from clients who share what they wish our
software would do, and what new features would be nice to include. We
also improve documentation and error handling based on support calls from
researchers using our software.
Note: ARM 7 is Obsolete and no longer supported
as of January 1, 2012.
Following
are supported versions of each software program:* |
|
|
| Program |
Support
Status |
New
Features |
New
Programming |
Support by
Phone/Email |
Replacement
Program CD
or
Reassign License |
Upgrade to
Newer Version |
| ARM 8 |
Full |
Yes |
Yes |
Yes-Free** |
Yes
Contact GDM if you need to purchase a replacement program or
license CD |
ARM 8
is current version, no upgrade needed |
| ARM ST 7 |
Limited
to ARM 7 and ARM 8 |
No |
No |
Yes-Free** |
CD not
available |
Yes |
| Reassign license
by email only, or as ST 8 upgrade |
| Enhanced Rating Shell
for Psion Workabout Pro |
Full |
Yes |
Yes |
Yes-Free** |
Yes |
Yes |
* Beginning
January 1, 2012
**
GDM provides free support for installations
that meet all 9 requirements described below:
1. The installation is your newest purchased ARM version;
2. The most recent released ARM maintenance update for that version is
installed;
3. It is a GDM supported program version;
4. The program was installed from a GDM CD or the GDM website (not an
unknown installation from another website, CD/DVD, or company);
5. It is installed on a stand-alone Windows PC (not running from a thin
client);
6. The PC is running on current service pack of a supported Windows version (with Word,
Excel, and Outlook to fully support all ARM features);
7. The Windows version was either pre-installed on a purchased PC, or
installed from a Windows installation DVD/CD;
8. The ARM program is run from a Windows user account with all
required user rights and
permissions for ARM to work properly;
9. The Windows user account has permission to run the ARM Support Viewer (see
Using the
ARM Support Viewer for more information).
GDM charges $150/hour for support on any
system that does not meet all 9 conditions listed above. (Minimum
time is 1 hour.)
Examples are for support issues that result from:
- Installing ARM on a Windows image built by corporate IT, or on Citrix or Terminal Server.
- Installing a corporate in-house version of an ARM customization on a
cooperator or contractor PC when a cooperator/contractor version is
available.
- Moving required ARM folders that are installed by ARM, such as study
definition or program folders.
There is limited support for GDM software installed
on an Apple Macintosh computer, with free support only for questions
about the GDM software. GDM cannot answer questions about Macintosh
computers, Parallels emulator program, or a supported Windows version
installed within Parallels. Here is a link with more
information about the Discontinued Products. |
