<img height="1" width="1" src="https://www.facebook.com/tr?id=202594434012359&amp;ev=PageView &amp;noscript=1">

Support Overview

 

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 Data Masons EDI users. Support is staffed by functional and technical personnel 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.

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 timeliest 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, 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.

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

Standard Support starts at 8:30am and ends at 8:00pm each day = 57.5 hours of coverage per week

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

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 will be contacted within no more than 1 business hour after a support incident is logged into the Customer Portal and will be supported during Standard Support Hours.

Additionally, customers with Premium Support have access to password protected Live Chat, conveniently located 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.


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 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.

 

 

 

 

 

 

Chat with Us

Ready to talk about your business needs? Fill out the form below and someone from our team will be in touch with you shortly.