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Support Desk: 248.447.0140
Email: support@winspc.com
Standard support hours: Monday - Friday, 9:00 a.m. - 6:00 p.m. EST

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Remote Support Sessions:
Click here for a Citrix GoToAssist session
Click here to download the WinSPC TeamViewer client


The support desk will be closed on the following days in 2016:

  • Friday, January 1
  • Monday, May 30
  • Monday, July 4 and Tuesday, July 5
  • Monday, September 5
  • Thursday, November 24 and Friday, November 25
  • Friday, December 23 and Monday, December 26

If you're having trouble, reference the WinSPC Knowledgebase where you'll find answers to commonly asked questions about WinSPC.


Protect Your Investment with DataNet's Extended Service Coverage (ESC)

What do you expect from your software? Production-critical availability? The flexibility to quickly implement changes? Low total cost of ownership? Whatever your expectations, getting the most out of your solution makes all the difference. We can help you transition from implementation into a successful real-time SPC program and provide your team with the ongoing expertise to get the most from your solution every day.

 

Standard Service Coverage

Our Standard Service Coverage is well-suited for organizations that use a standard installation of WinSPC® or QualTrend®. Typically this level of support is ideal for a single facility that requires periodic technical support and does not require support availability beyond standard business hours. Service includes:

  • Unlimited telephone and internet support Monday–Friday, 9:00 a.m.–6:00 p.m. EST (excluding holidays)
  • Telephone, email, and/or remote connection diagnostic support
  • Free maintenance and enhancement releases for licensed software


Enhanced Reporting Coverage

The Enhanced Reporting Coverage is designed for customers requiring detailed access to support information. This level of support is appropriate for companies with multiple facilities or teams that need to coordinate deployment and service activities across an enterprise. Enhanced Reporting Coverage is provided on an annual basis and augments our Standard Service Coverage. Services include:

  • Monthly or quarterly performance and progress reports
  • A centralized point-of-contact for your support-related activities
  • Consultation regarding new release updates, fixes, and features/benefits


24x7 Support Coverage

Our 24x7 Support Coverage is designed to extend customer access to technical support beyond standard business hours. This scenario is often a requirement for enterprise-wide or international deployments. 24x7 Service Coverage is provided on an annual basis and augments our Standard Service Coverage. Services includes:

  • 24x7 technical support, including weekends and holidays
  • 15-minute response to reported incidents regarding licensed software


Customer-Specific Code Base Service

This level of support is designed for customers who incur substantial costs or system disruption when upgrading or recertifying software. The Customer-Specific Code Base Service permits customers to remain indefinitely on a chosen software version and to receive continued support of that version. Customer-Specific Code Base Service is provided on an annual basis and augments Standard Service Coverage. Services include:

  • Customer’s licensed version code base, code base development tools, documentation, and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
  • 10 hours per year of custom development services
  • Reduced rates for additional development services, such as maintenance and feature release upgrades to custom code bases


Production-Dependent Service Coverage

This level of support is designed for customers whose production is dependent upon the continuous operation of WinSPC. Production-Dependent Service Coverage provides software release capacity on a 24x7 basis. Production-Dependent Service Coverage is provided on an annual basis and augments Standard Service Coverage. Service includes:

  • 24x7 technical support, including engineering and development escalation
  • 15-minute response to reported incidents regarding licensed software
  • 24x7 software releases issued for production-down scenarios
  • Customer’s licensed version code base, code base development tools, documentation, and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
  • Production-down event becomes highest priority activity for DataNet technical services personnel until production capability is restored