Trial Support
Trial users of Quality Data products are entitled to Trial Support, which includes:
- No-charge technical support via our
web support form.
We'll provide help for questions regarding installation problems,
the functionality of our products, product usage issues or explanation of error
messages.
Standard Support (Included with Purchase)
Registered users of Quality Data products with valid licenses are entitled to Standard
Support which includes:
- No-charge direct technical support via our
web support form for the lifetime of the product for the specific licensed copy
of the product purchased. We'll provide help for questions regarding installation
problems, the functionality of our products, product usage issues or explanation
of error messages.
- Hot Fixes and revisions within the version number purchased. These are available
from the Quality Data Web site.
Quality Data Technical Support is available via our online support system from 9
a.m. to 5 p.m. EST, Monday through Friday, except holidays.
Per-Incident Support
Per-Incident Support is available to customers who are not enrolled in a current
Subscription with Priority Support program. The cost is $99 per
incident and may be billed to your American Express, MasterCard or Visa charge card.
Note:
Per-Incident Support should be purchased prior to contacting Quality Data's
Technical Support group. Your purchase receipt will include a telephone number and
pre-paid incident identifier which may be used to initiate the call.
Per-Incident Support includes:
-
Support via telephone for a single question or support issue.
-
Access to a Quality Data Technical Support Engineer.
- A support incident includes answers to questions regarding installation problems,
product usage issues or explanation of error messages.
Note: Your credit card will not be charged if the support incident is due
to a verifiable bug in Quality Data's software.
Annual Subscription Service
Our development team is committed to keeping in step with new technology, and the
Quality Data Annual Subscription Service is a convenient way to ensure you are always
using the latest versions of our products. In addition to all the benefits of our
Standard support programs, our Annual Subscription Service provides automatic notification
and rights to all major upgrades (full version releases) and minor updates (enhancements
& maintenance releases) throughout the subscription period.
Annual Subscription Service with Priority Support
When you purchase the Annual Subscription Service with Priority Support, your online
support request is placed into the priority queue, which is addressed by our priority
support team. The Priority Support Technical Team responds during standard business
hours and will provide same business day responses to support requests received
by 1:00 p.m. EST. For support requests received after 1 p.m. EST, a response will
be returned by 1 p.m. the next business day.
Priority support requested via phone is given priority placement at the head of
the phone queue, and is handled before all standard support calls during normal
technical support hours. On some ongoing issues, our response might include an acknowledgement
with a status report or resolution plan.
Our support center hours are standard business hours (Monday-Friday, 9 a.m.-5 p.m.
EST, except holidays).