New Support Manager and new Support Products introduced

For a long time we have been focusing on improving our software products, but we have now entered a new phase where we will focus more and more on the entire customer experience.

One issue that has been raised more often than others is the lack of a dedicated support service so this is one of the areas were we will now focus.

Last month we hired Fatma Adel as our new Support Manager. She has now had some time to settle in and are more than eager to start helping you resolve your issues.

Technical Support

New User Support

On the New User Support page you will find helpful material for developers that are first learning to use DataEase 8. It includes sections for Issues and Bugs, FAQs, Resources (video scripts, images, etc.), and Contact Us.

Free Support

DataEase provides free product support for setup and installation issues for 30 days from the date of software purchase. This includes installation of your purchased software and the launch of that software to the opening screen. Because individual applications vary greatly and typically contain custom programming not provided by DataEase, we cannot provide free product support beyond this point.

If you need assistance with a software license issue, contact Customer Service.

If your software was purchased within the past 30 days and you need help with an installation problem, please contact customer service.

Paid Support

Product support for anything other than what is described above is available by purchasing a Support Incident below. Once you have purchased a Support incident, you can submit your issue to our support team.

If you are a software developer that requires continual support you might benefit from entering a support contract with us (See Support Contracts below).

Support Incident £89

Premium Support Incident £349

Mini Support Contract £166*(£199)/month.

Standard Support Contract £458*(£499)/month.

Professional Support Contract £875*(£949)/month.

*12 Month Pre-paid contract.

Support Incident

A support incident is defined as a single support issue and the reasonable effort (not to exceed 1/2 hours) needed to resolve it. If a problem consists of subordinate issues, each shall be considered a separate incident.

Premium Support Incident

A premium support incident is defined as a single support issue and the reasonable effort (not to exceed 2 1/2 hours) needed to resolve it. If a problem consists of subordinate issues, each shall be considered a separate incident.

Submitting Your Issue

Once you have purchased your support incident, please submit your issue—along with your order number—to our technical support staff by filling out the online support form.

Response Time

You will receive an acknowledgement email when you have submitted your support form. The resolution will normally be provided within 48 hours of the received form when received between 08:00 and 20:00 GMT Monday to Friday.

If there is an expected delay a notification with an estimated delivery time will be issued, the client will then be able to accept the new time or cancel the Incident Request.

Incident Resolution

An incident will be considered resolved when one of the following has been provided:

Instructions to resolve the issue, such as
- A hyperlink to the relevant online documentation
- A description explaining a technique or procedure to follow
- A hyperlink to a software update (patch) to address the issue
An acknowledgement that the issue is a known problem that can be resolved by upgrading to the latest version of the product
Confirmation that the issue is caused by an unresolved issue in an DataEase product
Information detailing that the issue is caused by either a third-party product or a hardware problem

An incident resolution will not provide a custom written application or custom code.

Custom development services are available from DataEase Professional Service.

Refunds

Support incidents are non-refundable. If the resolution of an incident confirms that the cause is an unresolved and undocumented issue in a DataEase product, your support incident will be considered unused. However, if the issue is known and a software update has already been made publicly available, the incident will be consumed. An unused incident will remain available for use until its normal expiration date, which is typically 1 year from the purchase date.

Support Contracts

DataEase has a number of support contracts designed to benefit a different set of users. A support contract is a combination of guaranteed response time and discounted support incidents tailor made for different customer groups.

Mini Support Contract

The mini support contract is designed for the active developer that has regular but non urgent requests.

All requests are to be submitted to DataEase via the Online Support Incident form.

Mini Support Contract is personal and for one named developer only.

Mini Support Contract 12 Months

Contract to be prepaid for the entire 12 months
Same response time as for ordinary Support Incident ? 48 hrs.
30 Support Incidents in the period, to be used in any combination or order.
Incidents received from Support Contract customers take precedent over pay as you go incidents.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 30 days? notice of the renewal date.
Unused support incidents will be carried over to next period if contract is renewed, but will have to be used within the first 3 months of the new contract.

Pr. Month: £166 payable in on tranche of £1999.

Mini Support Contract Monthly Subscription

Contract to be pre-paid for one month at a time
Same response time as for ordinary Support Incident ? 48 hrs.
3 Support Incidents in the period, to be used in any combination or order.
Incidents received from Support Contract customers take precedent over pay as you go incidents.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 1 day notice of the renewal date.
Unused support incidents will expire at the end of the period but will be carried over to the next period if the contracted is automatically renewed for another period. One can maximum carry over the monthly allowance.

Pr. Month: £199

Standard Support Contract

The standard support contract is designed for the active developer that has regular too high demand for support and need a semi-urgent response.

All requests are to be submitted to DataEase via the Online Support Incident form or via email to designated support email.

Standard Support Contract is personal and can be utilised of up to two named developers.

Standard Support Contract 12 Months

Contract to be prepaid for the entire 12 months
24 hrs response time when received between 8 and 18 GMT Monday-Friday.
120 Support Incidents in the period, to be used in any combination or order.
Incidents received from Yearly Subscriptions take precedence over Incidents received from Monthly Subscriptions.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 30 days? notice of the renewal date.
Unused support incidents will be carried over to next period if contract is renewed, but will have to be used within the first 3 months of the new contract.

Pr. Month: £458 payable in on tranche of £5499.

Standard Support Contract Monthly Subscription

Contract to be prepaid in advance pro month as a subscription.
24 hrs response time when received between 8 and 18 GMT Monday-Friday.
10 Support Incidents in the period, to be used in any combination or order.
Incidents received from Support Contract customers take precedent over pay as you go incidents.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 1 day notice of the renewal date.
Unused support incidents will expire at the end of the period but will be carried over to the next period if the contracted is automatically renewed for another period. One can maximum carry over the monthly allowance.

Pr. Month: £499

Professional Support Contract

The Professional Support Contract is designed for the full time DataEase developer that has regular high demand for support and need an immediate response.

All requests are to be submitted to DataEase via the Online Support Incident form, via email to designated support email or via the designated support phone number.

Professional Support Contract is personal and can be utilised of up to three named developers.

Professional Support Contract 12 Months

Contract to be prepaid for the entire 12 months
8 Hour Same Day* response time when received before Noon (12PM GMT) Monday-Friday.
240 Support Incidents in the period, to be used in any combination or order.
Incidents received from Yearly Subscriptions take precedence over Incidents received from Monthly Subscriptions.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 30 days? notice of the renewal date.
Unused support incidents will be carried over to next period if contract is renewed, but will have to be used within the first 3 months of the new contract.

Pr. Month: £875 payable in on tranche of £10490.

Professional Support Contract Monthly Subscription

Contract to be prepaid in advance pro month as a subscription.
8 Hour Same Day* response time when received before Noon (12PM GMT) Monday-Friday.
20 Support Incidents in the period, to be used in any combination or order.
Incidents received from Support Contract customers take precedent over pay as you go incidents.
Will automatically be renewed according to the latest published pricelist if not cancelled by the customer with 1 day notice of the renewal date.
Unused support incidents will expire at the end of the period but will be carried over to the next period if the contracted is automatically renewed for another period. One can maximum carry over the monthly allowance.

Pr. Month: £949

* Response before 20:00 (GMT) same day if received before 12:00 (Noon). Support incident will need to be flagged as Important and the double number of tokens will be consumed compared to a normal priority incident. If Priority is not selected, the incident response time will be 24 hours.

DataEase Professional Services

Through DataEase Professional Services, DataEase is able to bring you high-quality application development and "development-level" support and mentoring for DataEase 8.

Please contact us for further information.

Published: 24/05/16 - 13:15:20 (Amanda Higgins)

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