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	northamerica-support@datainnovations.com    802-658-1955
Data Innovations  Europe	8:00 a.m. – 6:00 p.m. CET/CEST  Monday – Friday	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	latinamerica-support@datainnovations.com   55-11-38013283
Data Innovations  Asia	8:30 a.m. – 6:00 p.m. HKT  Monday - Friday	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: