Support Subscription

Why a 6-month increment?

Six months is a reasonable time frame for getting DBA up and running and is when support is needed the most. After this initial period you can renew your subscription at a much lower rate for ongoing support, provided you keep your subscription renewed on a continuous basis.

Ticketing System

All support incidents are initiated through our online ticketing system, which is monitored continuously throughout the business day. Most incidents are resolved through ticket responses, but at our discretion we also use phone and remote access for problem resolution.

Support FAQs »

Support Tickets

• Online ticketing system manages all support incidents
• Issue resolution by ticket response, phone, data review, or remote access - whichever we determine to be most effective
• Tickets can be submitted by any user, not just primary contact
• Ticket queue actively managed for quick response to emergencies
• Ticket tracking by issue, status, category, person, and date
• Track support history by individual employee or entire company
• Tickets stay open until resolved and can be reopened if additional help is needed

Remote Access Troubleshooting

• Remote connection to your computer through the Internet
• Enables us to diagnose problems while on the phone
• Same effect as being on site
• Enables direct support no matter where you are located

Training Company

• Copies your data into a temporary "training" company
• Installs on your network server and is available to all users
• Enables you to preview new versions before going live
• Provides a safe training environment for new users
• Enables "what if" scenarios without affecting live data

Other Support Center Resources

• Training Videos
• What's New
• Special Topics
• Topic Search
• Helpful Links