Great support is a key element of EDI Made Simple®

Data Masons knows that excellent EDI support is necessary to keep your business running smoothly and keep your trading partners happy. Knowledgeable and friendly support is quickly delivered by our staff, using the latest technologies. However, support is only part of the story. We know that great support begins by providing an error-free solution that is intuitive and easy to use. This philosophy allows us to focus on real EDI issues and not software bugs and the problems that can result from poorly written software.

Support is provided at no additional cost to trained Vantage Point EDI users. Support is staffed by functional and technical personnel from 8:00 am – 8:00 pm US Eastern Time. Customers also have access to Data Masons' online Customer Portal where they can log support calls, submit software requests and search the knowledge base.

Support can be contacted directly in three ways:

  1. Via the Customer Portal: Username and password is required. This is the preferred method for the most timely response.
  2. By phone 866-575-1631, option 2
  3. By emailing Data Masons Support at esupport@datamasons.com

All calls, emails and requests entered through the Customer Portal are documented and logged into our internal system and a support incident is created. A support consultant will follow up within the designated times listed with each support type.

Standard Support is purchased annually as part of maintenance. Extended, Premium and Premium Extended Support are optional and provide higher levels of service.

Standard Support

Customers will be contacted within no more than 3 business hours when the support request is logged into the Customer Portal, as defined by the hours of operation which are 8:00 am - 8:00 pm Eastern Time, Monday - Friday.

Extended Support (Optional)

Customers will be contacted within no more than 3 business hours after a support incident is logged into the Customer Portal.

Extended support hours include the following:

  • 8:00 am – 8:00 pm Eastern Time, Monday – Friday
  • 8:30 pm – 5:30 am Eastern Time, Monday - Friday

Premium Support (Optional)

Customers who have purchased this level of support and have logged their request into the Customer Portal will be contacted within one business hour, as defined by the hours of operation which are 8:00 am - 8:00 pm Eastern Time, Monday - Friday. Password protected Live Chat will be also available.

Premium Extended Support (Optional)

Customers who have purchased this level of support and have logged their request into the Customer Portal will be contacted within one business hour, as defined by the extended hours of operation.

Extended support hours include the following:

  • 8:00 am – 8:00 pm Eastern Time, Monday – Friday
  • 8:30 pm – 5:30 am Eastern Time, Monday - Friday

Premium Extended Support (Optional)

Customers who have purchased this level of support and have logged their request into the Customer Portal will be contacted within one business hour, as defined by the extended hours of operation. Password protected Live Chat will be also available.

Extended support hours include the following:

  • 8:00 am – 8:00 pm Eastern Time, Monday – Friday
  • 8:30 pm – 5:30 am Eastern Time, Monday - Friday

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Something Powerful

Tell The Reader More

The headline and subheader tells us what you're offering, and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

Remember:

  • Bullets are great
  • For spelling out benefits and
  • Turning visitors into leads.