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 Monday-Friday from 8:30 am – 8:00 pm US Eastern Time. The support desk will be closed on Christmas Day and New Year's Day. 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:
- Via the Customer Portal: Username and password is required. This is the preferred method for the timeliest response.
- By phone 866-575-1631, option 2
- 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, Premium Extended Support, and Managed Services are all optional and provide higher levels of service.
Standard Support
Standard Support is purchased annually as part of maintenance.
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 8:30 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:
- 8:30 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 8:30 am - 8:00 pm Eastern Time, Monday - Friday. Additionally, customers with Premium Support have access to password protected Live Chat, conveniently located right in the Customer Portal, for direct access to the Support Team during listed support hours.
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. Additionally, customers with Premium Extended Support have access to password protected Live Chat, conveniently located right in the Customer Portal, for direct access to the Support Team during listed support hours.
Extended support hours include the following:
- 8:30 am – 8:00 pm Eastern Time, Monday – Friday
- 8:30 pm – 5:30 am Eastern Time, Monday - Friday
Hands-free EDI with Managed Services
Extend your EDI while freeing up internal resources
Attain the peace of mind which comes from Data Masons' technological experts managing your most complex EDI data integration challenges. With deep EDI, ERP and process experience, our Managed Services team will utilize all of their skills to quickly and efficiently create a managed program that’s tailored to your unique requirements.
Learn more about our Managed Services here.
Maintenance
Software maintenance provides upgrades and hot fixes to address problems that might arise with our application. Maintenance also enables you to continue to use Vantage Point EDI as you move to the next or latest version of your ERP, without the need to re-license the functionality you already have.
Managed Compliance is included in Trading partner document maintenance. This covers all mandated adjustments to licensed maps in accordance to your trading partners’ requirements, including version changes. New versions of licensed maps are provided free of charge. Requested changes to your outbound or inbound documents, not required by your trading partners, is not covered by Managed Compliance and would be considered a chargeable effort.
Maintenance is purchased annually and is mandatory for the first year only. If Client decides to not renew their annual maintenance & support after the first year, they would still be allowed to use Vantage Point EDI but would not receive upgrades and hot fixes to the software and trading partner maps.
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