--- title: Pulse Support Services description: The Pulse support services that are available from our team, and how they are delivered --- [Skip to content](https://help.fmiworks.com/knowledge/pulse-support-services#main-content) English Show submenu for translations [Log a Ticket](https://help.fmiworks.com/knowledge/kb-tickets/new?hsLang=en) [Go to Customer Portal](https://help.fmiworks.com/support?hsLang=en) [![Logo.svg\]](https://help.fmiworks.com/hubfs/Logo.svg)](https://www.fmiworks.com/) Open main navigation Close main navigation - English Show submenu for translations - [Log a Ticket](https://help.fmiworks.com/knowledge/kb-tickets/new) - [Go to Customer Portal](https://help.fmiworks.com/support) Get expert help, any time you need it - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.fmiworks.com/knowledge?hsLang=en) 2. [Resources](https://help.fmiworks.com/knowledge/resources?hsLang=en) 3. [Getting Support](https://help.fmiworks.com/knowledge/resources?hsLang=en#getting-support) # Pulse Support Services ## The Pulse support services that are available from our team, and how they are delivered This article is for users of the Pulse Facilities Management solution ### **Who can access support services?** Support services are available to all current customers where payment of fees is up to date. Support services are provided in accordance with our [Support Services Guide](https://www.fmiworks.com/support-services-guide). ### **What is included in support services?** Support services are provided by our customer support team, via phone or email, during [business hours](https://help.fmiworks.com/knowledge/how-to-contact-support?hsLang=en). Support team contact details can be found [here](https://help.fmiworks.com/knowledge/how-to-contact-support?hsLang=en). Our customer support team will assist you with: - Basic how-to information about a specific feature of the product. - Technical issues related to Pulse and its applications. - Access to the latest version of Pulse if you would like to upgrade. As Pulse is an on-premise solution, customers are responsible for provisioning, configuring, maintaining and updating the on-premise infrastructure that Pulse and its applications runs on. ### **Accessing the latest version of Pulse** Install files are made available following each release. Pulse release notes can be found [here](https://help.fmiworks.com/knowledge/pulse-release-notes?hsLang=en). [Log a ticket](https://help.fmiworks.com/knowledge/kb-tickets/new?hsLang=en) with our support team to access the install files following a release. Recommended hardware and software specifications for Pulse can be found at [Pulse Technical Requirements](https://help.fmiworks.com/knowledge/pulse-technical-requirements?hsLang=en). ### **Direct IT Support Service (DITS)** Direct IT Support is an optional annual subscription service, which is billed on your annual support renewal invoice. By opting in Direct IT Support, our team will install Pulse software updates via remote services (RDP through VPN) to the relevant application server. Any work required to update or upgrade third-party software that supports your Pulse product/s is not included. [Log a ticket](https://help.fmiworks.com/knowledge/kb-tickets/new?hsLang=en) with us if you are interested in adding this service. ### **Server Upgrades and Migrations** Server upgrades and migrations are not included in standard support services however, technical assistance can be provided at our daily rate for the following activities. - Installation of Pulse via remote services (RDP through VPN) on Test and Production servers. - Taking a backup of the production database and restoring it on new Test and Production servers. - Assistance with resolving queries arising from the customer’s UAT process. - Project management, including project meetings and status reports. [Log a ticket](https://help.fmiworks.com/knowledge/kb-tickets/new?hsLang=en) with us if you would like a quote to support your server upgrade or migration. ### **More information** Technical architecture information can be found in [Pulse Operational Requirements](https://help.fmiworks.com/knowledge/pulse-operational-requirements?hsLang=en).   - [Resources](https://help.fmiworks.com/knowledge/resources?hsLang=en#main-content) - [Getting Support](https://help.fmiworks.com/knowledge/resources?hsLang=en#getting-support) - [Overviews](https://help.fmiworks.com/knowledge/resources?hsLang=en#overviews) - [Set Up](https://help.fmiworks.com/knowledge/resources?hsLang=en#set-up) - [Advanced Set Up](https://help.fmiworks.com/knowledge/resources?hsLang=en#advanced-set-up) - [Product Updates](https://help.fmiworks.com/knowledge/product-updates?hsLang=en#main-content) - [FMI Works Product Updates](https://help.fmiworks.com/knowledge/product-updates?hsLang=en#fmi-works-product-updates) - [Pulse Product Updates](https://help.fmiworks.com/knowledge/product-updates?hsLang=en#pulse-product-updates) - [Technical & Security](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#main-content) - [Application Programmer Interface (API)](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#application-programmer-interface-api) - [Cloud Specifications](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#cloud-specifications) - [Operational Requirements](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#operational-requirements) - [Security Policies](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#security-policies) - [Security Updates](https://help.fmiworks.com/knowledge/technical-security?hsLang=en#security-updates) - [Facility Teams](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#main-content) - [Assets](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#assets) - [Dashboards & Reporting](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#dashboards-reporting) - [Financial](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#financial) - [Locations](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#locations) - [Planned Maintenance](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#planned-maintenance) - [Standard Requests](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#standard-requests) - [Supplier Management](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#supplier-management) - [User Management](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#user-management) - [Work Orders](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#work-orders) - [Attachments](https://help.fmiworks.com/knowledge/facility-teams?hsLang=en#attachments) - [Requesters](https://help.fmiworks.com/knowledge/requesters?hsLang=en#main-content) - [Accessing FMI](https://help.fmiworks.com/knowledge/requesters?hsLang=en#accessing-fmi) - [Requests](https://help.fmiworks.com/knowledge/requesters?hsLang=en#requests) - [Contractors](https://help.fmiworks.com/knowledge/contractors?hsLang=en#main-content) - [Accessing FMI](https://help.fmiworks.com/knowledge/contractors?hsLang=en#accessing-fmi) - [Accreditations & Inductions](https://help.fmiworks.com/knowledge/contractors?hsLang=en#accreditations-inductions) - [Quotes](https://help.fmiworks.com/knowledge/contractors?hsLang=en#quotes) - [Work Orders](https://help.fmiworks.com/knowledge/contractors?hsLang=en#work-orders) [![FMI](https://help.fmiworks.com/hs-fs/hubfs/FMI%20Logo%20Orange-1.png?width=99&height=33&name=FMI%20Logo%20Orange-1.png "FMI")](https://www.fmiworks.com/) Copyright © 2026, FMI Software Pty Ltd trading as FMI Works