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EDI Customer Support

 

EDI Customer Service

Providing You Expert Support

Knowledgeable and friendly support is quickly delivered by Data Masons staff, using the latest technologies. However, assistance is only part of the story. Great support begins by providing an error-free solution that is intuitive and easy to use. The focus is on real EDI issues and well thought-out solutions.

Support is provided at no additional cost to trained Data Masons EDI users: Monday to Friday 8:30am to 8pm EST

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.

The Support department can be contacted directly in three ways:

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Customer Portal

Portal username and password is required. This is the preferred method for the timeliest response.

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Phone

866-575-1631, option 2

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Email

Email Data Masons Support at support@datamasons.com

Assistance When You Need It

Drop-downs: Whether you business needs standard hours of operations assistance or extended hours of assistance, Data Masons is here to help.

The Process

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

Customers will be contacted within no more than 3 business hours when the support request is logged into the Customer Portal

Standard Support Hours: 

USA: Monday to Friday 8:30am to 8:00pm EST
Asia: Monday to Friday 8:30am to 8:00pm PHP
Australia: Monday to Friday 8:30am to 8:00pm AEDT
Europe: Monday to Friday 8:30am to 8:00pm CET

Standard Support starts at 8:30am and ends at 8:00pm each day = 57.5 hours of coverage per week
Standard Support is purchased annually as part of maintenance.

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 Data Masons 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 with 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 Data Masons EDI but would not receive upgrades and hot fixes to the software and trading partner maps.

Extended Support (Optional)

Customers will be contacted within no more than 3 business hours when the support request is logged into the Customer Portal

Extended Support Hours:

USA: Starts Monday 8:30am EST and ends Friday 8:00pm EST
Asia: Starts Monday 8:30am PHP and ends Friday 8:00pm PHP
Australia: Starts Monday 8:30am AEDT and ends Friday 8:00pm AEDT
Europe: Starts Monday 8:30am CET and ends Friday 8:00pm CET

Extended Support starts at 8:30am on Monday and continues through 8:00pm on Friday = 107.5 hours of coverage per week.

Premium Support (Optional)

Customers who have purchased this level of support and have logged their request into the Customer Portal will be contacted within 1 business hour and will be supported during Extended Support 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.

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 1 business hour and will be supported during Extended Support 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.

Free Up Internal Resources & Get Peace of Mind

Let Data Masons' technological experts manage your most complex data integration challenges.

Managed Services

Managed Services

Gain a dedicated team to help you focus on your business, reduce overhead costs and optimize your operations:

  • Standard Compliance Service (other EDI providers call this service level Managed Service)
  • On-premise ERP Managed Services
  • Managed Services in the Data Masons Cloud

Learn More

 

Managed Compliance

Managed Compliance

Data Masons includes all the compliance changes you will ever need. All ongoing mapping and compliance changes are included in your annual maintenance or subscription fee. Your company does not have to do anything with EDI, labeling or specifications – Data Masons handles it all.

Learn More

 

Data Masons Consulting

Data Masons Consulting

Data Masons will make sure that your migration occurs without going into "test mode" and that all possible EDI data is converted electronically.

  • Migrate your processes
  • No recertification
  • Connect your supply chain

Learn More

 

Ready to reduce costs while increasing performance with Data Masons Managed Services?

We will reach out to you to assist with resources, information or quote request.