The process of booking an upgrade differs slightly depending on whether your Weighsoft system is hosted by Access or not.
Upgrade Times
Upgrades are typically allocated a 1-hour time slot and can be booked between 10am and 3pm, Monday to Thursday (10am being the start time of the first upgrade, and 3pm being the start time of the last upgrade).
The reason for these hours is to ensure that a full complement of support engineers and developers is on hand if required.
Non-Hosted Systems
Non-Hosted means that Weighsoft has been installed on your own server, to which we have access.
📌Note: In order for Weighsoft to be upgraded, your server must be running a minimum of SQL and Windows Server 2012. Anything earlier than this will be incompatible with Weighsoft or the upgrade process.
The support team will typically contact you via a support case to arrange a Weighsoft upgrade if a fix has become available that you are waiting for, or if you have reported an issue and Support has determined that an upgrade will resolve it for you. Upgrades such as these are Free of Charge and are included with your support contract.
An upgrade may be chargeable and referred to the Professional Services team if:
You are requesting an upgrade based outside of the above criteria (for example, you have noticed that you haven't had an upgrade in a while and want to be brought up to date)
You require an upgrade to be carried out outside of the above hours, this may also be chargeable and would need to be referred to our Professional Services team.
Requesting the Upgrade
In order to request an upgrade yourself you can reach out to your Account Manager or contact the Support team via the MyAccess portal.
If using the portal please advise the Digital Assistant that you are looking to arrange a Weighsoft Upgrade and provide the below details:
The reason for the upgrade
What version of Weighsoft you need to be upgraded to (if you know).
What version of Weighsoft you are currently running.
What date and time would be best for the upgrade to be carried out - refer to the details above for more information.
If you then request to "Speak to a Human" the matter will be passed directly to one of the support engineers to continue the process.
Note: If you are running an especially old version of Weighsoft there may be infrastructure work that needs to be carried out by your IT before the upgrade can proceed.
If this is the case the Support team will inform you at the time of the request and a date for upgrade can be arranged when that work is completed.
Hosted Systems
Hosted means that your Weighsoft system is installed on an Access Group server.
The support team will typically contact you via a support case to arrange a Weighsoft upgrade if a fix or new development has become available that you are waiting for.
However, hosted systems have upgrades included free of charge in the contract, which means that you also have the option of requesting an upgrade yourself if you feel the need to do so.
If your Weighsoft system is hosted, the only time an upgrade may incur a charge is if you require it to be carried out outside of standard upgrade hours.
Requesting the Upgrade
In order to request an upgrade yourself you can reach out to your Account Manager or contact the Support team via the MyAccess portal.
If using the portal please advise the Digital Assistant that you are looking to arrange a Weighsoft Upgrade and provide the below details:
The reason for the upgrade
What version of Weighsoft you need to be upgraded to (if you know).
What version of Weighsoft you are currently running.
What date and time would be best for the upgrade to be carried out - refer to the details above for more information.
If you then request to "Speak to a Human" the matter will be passed directly to one of the support engineers to continue the process.