Data Innovations - Obtain Support

Obtain Support

Non-emergency support is available Monday through Friday, excluding holidays, during the hours for the listed time-zones below. Listings of holidays during which non-emergency support is not available can be found by clicking your region on the world map. Emergency support is available at all times.

Non-emergency Support requests may be initiated via phone, email, Customer Web Portal (CWP), or via the online support request form. Emergency Support requests must be submitted to regional offices by phone.

To submit a support request by phone or email contact your regional office as listed below. Please include: your Instrument Manager™ or imEXPRESS™ license number, your core version number, your contact information and as detailed a description of your problem as possible.

Have an Enhancement Request?
If you would like to request a change to our Instrument Manager™ software or to one of our drivers, please fill out and submit the following form to Data Innovations.

Engineering Change Request (ECR) Form:

DOT File

NOTE: To use the DOT file, download it to your MS Office Templates folder and then open it as a new document from MS Word.

Region	Office Hours	Technical Support Contact Information
Data Innovations North America	9:00 a.m. – 8:00 p.m. EST/EDT Monday – Friday	802-658-1955 support@datainnovations.com North America Customer Web Portal Access
Data Innovations Europe	8:00 a.m. to 6:00 p.m. CET/CEST Monday – Friday	32 2 332 24 13 europe-support@datainnovations.com
Data Innovations Latin America	8:30 a.m. to 6:00 p.m. BRT/BRST Monday – Friday	55-11-38013283 latinamerica-support@datainnovations.com
Data Innovations Asia	8:30 a.m. to 6:00 p.m. HKT Monday - Friday	852-2398-3182 asia-support@datainnovations.com

NOTE: The Customer Web Portals are unavailable from 2:30 PM to 2:45 PM EST/EDT on the second Friday of every month for routine maintenance.

To submit a support request via the Customer Web Portal, use the appropriate CWP link in the table above for your region. If you do not yet have CWP access, contact your regional office for more information.

To submit a support request online, use the Online Support Request Form.

Email Lists
Email Listservs are available at no charge to all customers with a current support plan.

Critical Alerts is an email listserv that notifies you by email of any important product support issues and new product support information. This list is available to all customers, regardless of support status.
Driver Updates is an email listserv that notifies you every time a new driver or new version of an existing driver is created.
News is an email listserv that notifies you by email of important product and company news and information. This list is available to all customers, regardless of support status.
Tips & Tricks is an email listserv that provides you email notification, issues and resolutions or workarounds that are being seen by our Support Team about Instrument Manager Software and our Interface Drivers.
Training is an email listserv that notifies you by email every time new or revised information is posted to the Training website.

WebEx Support Session
If instructed by a Data Innovations support person to join a WebEx Support Session, you may follow this link: datainnovations.webex.com.

You will be directed to Data Innovations' main WebEx page where you may join a Support Session using the number provided to you by your Data Innovations support person.