Support Options

The following is a detailed list of the current support packages available for our products. If you have any questions regarding these packages feel free to contact sales@cdata.com

For pricing and availability of our Support Packages please check our online order form.

Standard Support - Included for all Active Customers

We provide standard technical support via email. We do our best to answer the messages quickly, so you can get your job done. Support is prioritized in favor of people who have purchased the premium support package and the product in question.

• Includes anytime access to our Online Knowledge Base, which provides hundreds of common questions and their answers, explained in a simple, straightforward manner.
• Email support covering licensing, installation, and other issues related to our products.

NOTE: Before you contact technical support, please have a look at our Online Knowledge Base. Chances are that by browsing through its entries, you will get an instant answer to your problem. Then you may also want to look through the demo applications that come pre-installed - they show how to perform many functions with the controls.

To obtain standard support, please fill out the support form.

Premium Support

We provide premium technical support via email and phone. All Premium emails and calls are given priority over any standard support questions. Responses to Premium Support inquiries are guaranteed within one business day.

Premium Support includes:

• Access to all of the benefits included with standard support
  And:
  • Unlimited priority telephone support covering licensing, installation, debugging, protocol issues, programming issues, environmental issues, and general use of the products.
  • Priority email support covering all of these same issues: licensing, installation, debugging, protocol issues, programming issues, environmental issues, and general use of the products.
  • Limited source code analysis related to the components.

Premium support contracts are valid for one full year from the purchased date for a single company contact per contract.

In order to receive the best service for premium support, please fill in the online support form. This will assign you an issue number, allowing your support requests to be tracked resulting in a faster response. If you prefer, you can send us a direct email to our priority support mailbox or give us a telephone call.

Pre-Sales Support

We provide technical and business-level support for prospective customers who are in an active trial or who would like to get answers to important questions in their evaluation process. A mix of technical support and sales-related support is available, and we will work hard to respond as quickly as possible.