Support and Maintenance – Description of Services

Support

Support requests may be initiated via phone, email, the Customer Web Portal (CWP) or the online support request form.

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.

  Region   Office Hours   Technical Support Contact Information

 Data Innovations
 North America

 9:00 a.m. – 8:00 p.m. EST/EDT
 Monday – Friday

 
CWP North America

  northamerica-support@datainnovations.com 

  802-658-1955

 Data Innovations
 Europe

 8:00 a.m. – 6:00 p.m. CET/CEST
 Monday – Friday


CWP Europe

   europe-support@datainnovations.com

  32 2 332 24 13

 Data Innovations
 Latin America

 8:30 a.m. – 6:00 p.m. BRT/BRST
 Monday – Friday


CWP Latin America

   latinamerica-support@datainnovations.com

  55-11-38013283

 Data Innovations
 Asia

 8:30 a.m. – 6:00 p.m. HKT
 Monday - Friday


CWP Asia

  asia-support@datainnovations.com

  852-2398-3182


Emergency support is available 24x7x365. An emergency support request may be logged only for a live Instrument Manager system where a portion has become non operative and is affecting a critical laboratory function.

Support requests are processed in the order received within a customer’s tier. A customer’s tier is determined by their total amount paid for support and maintenance in the previous twelve months. Data Innovations may elect to credit purchases of other services towards a customer’s total. A customer may increase their tier level by making up the difference between their credited spending and the desired tier threshold. The four available tiers are:

                                Standard
                                Premium
                                Elite
                                Partner

All emergency support requests are always processed before any non-emergency support requests and are prioritized by tier.

Maintenance

Maintenance includes the following:

  • Availability of patches, updates, enhancements, and new versions of the software covered.
  • Access to the Driver Download web page for updated and new drivers.
  • Access to the Language Locale web page for updated and new language locale.
  • Individual username and password access to Customer Web Portal (CWP).
    • Allows creation and tracking of support requests.
    • Includes a Knowledge Base.
  • Opportunity to join any of the email notification services.

Fee Structure

The fee for the above is based on a percentage of the then current list price of the Data Innovations’ software to be covered. All Data Innovations’ software on a single system must be covered. The fee for the first year starts the earlier of a) 30 days after system purchase or b) upon the first support call and must be purchased at the time of initial system purchase.

Our Sales Department is available to assist you with any questions you may have:


Region Office Hours Sales Contact Information

 Data  Innovations
 North America

 9:00 a.m. – 5:00 p.m.  EST/EDT
 Monday – Friday

 802-264-3470
 northamerica-sales@datainnovations.com

 Data  Innovations
 Europe

 8:00 a.m. to 6:00 p.m.  CET/CEST
 Monday – Friday

 32 (0)2 332 24 13
 europe-sales@datainnovations.com

 Data Innovations
 Latin America

 8:30 a.m. to 6:00 p.m.  BRT/BRST
 Monday – Friday

 55-11-38013283
 latinamerica-sales@datainnovations.com

 Data  Innovations
 Asia

 8:30 a.m. to 6:00 p.m. HKT
 Monday - Friday

 852-2398-3182
 asia-sales@datainnovations.com