Technical Support

Technical Support

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Incident Form: Submit an incident
Support Desk: 248.447.0140
Email: This email address is being protected from spam bots, you need Javascript enabled to view it
Standard support hours: M-F 9:00 a.m.-6:00 p.m. EST

The support desk will be closed on the following days in 2008:
  • January 1
  • May 26
  • July 4
  • September 1
  • November 27, 28
  • December 24, 25, 26



Extended service coverage programs


DataNet offers a variety of technical support options. Please check with your WinSPC or QualTrend administrator to determine which option applies to your organization, or contact DataNet’s support desk for more information.

Standard

Service coverage includes:

  • Product enhancements and releases
  • Unlimited telephone and internet support (M-F 9:00 a.m.-6:00 p.m. EST)
  • 24-hour response to incidents

Enhanced

Service coverage includes:

  • Product enhancements and releases
  • Unlimited telephone and internet support (M-F 9:00 a.m.-6:00 p.m. EST)
  • Same-day response to incidents
  • An assigned support manager
  • Monthly status reports on:
    • Incidents
    • Feature requests
    • Downloads/patches
  • 2 days of on-site service per year (not including travel)
  • Additional days of on-site service at a discount rate
  • Evening and weekend support at a pre-arranged, hourly rate

*inquire about enhanced service coverage: This email address is being protected from spam bots, you need Javascript enabled to view it

Production-Dependent


This level of service coverage is designed for those customers whose production is dependent upon WinSPC in a 24X7 or after-hours operation. It includes all services in the Standard and Enhanced packages plus:
  • 15-minute response to incidents regarding licensed software
  • 24x7x365 support for incidents regarding licensed software which includes a dedicated cell-phone connection, Internet connection and WebEx connection to first-tier support-personnel
  • 24x7x365 support from second-tier support personnel for incidents regarding licensed software
  • 10 hours of after-hours support per year
  • Additional after-hours support at a discounted rate

*inquire about enhanced service coverage: This email address is being protected from spam bots, you need Javascript enabled to view it

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