Support Options

CData is dedicated to helping you find success throughout your data journey. The following is a detailed list of our available support packages. If you have any questions regarding these packages feel free to contact sales@cdata.com

Be sure to check out the CData Community to find up-to-date resources, connect with your peers, learn from our experts, ask questions, and find answers.

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.
• Includes anytime access to our CData Community, a space where CData customers and users can share knowledge and resources, ask questions, and get answers.
• Includes email support covering licensing, installation, and other issues related to our products.

NOTE: Before you contact technical support, please visit the CData Community site. Chances are that by browsing through its multiple technical articles, videos, and discussion threads, you will get an instant answer to your problem. If you can't find what you’re looking for, ask a question on our forums, which are consistently monitored by CData employees. 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.