We're always just a call away.
All Research Tracker licenses include 90 days of unlimited telephone technical support, starting from the date your system is shipped. If you need tech support during the initial 90 days, call MDSS at the 800 number listed on your product. E-mail tech support requests to dale (at) mdssworld (dot) com. Tech support hours are 8:00 to 5:00 M-F (Eastern Time).
After 90 days, there are two options for technical support:
One-year Extended Service Contract
Extended Service Contracts cost $500 per year for any Multi- User Version of Research Tracker® and $1000 per year for an Enterprise Version. Extended Service Contracts provided unlimited phone technical assistance, Feature Pack Updates, on-line training, and adhoc queries.
Extended Service Contracts also include assistance with Outside List Processing as well as assistance writing and/or running customized reports and queries.
Per-Incident Technical Support Charge
Technical assistance is charged per incident in increments of 15 minutes. A minimum of $80 is charged for the first 15 minutes. Incidents exceeding 15 minutes are charged at a rate of $125 per 30 minutes, $175 per 45 minutes, and $225 per hour. Credit card authorization is required at the time assistance is requested (Visa, MasterCard, Amex).
For more detailed information regarding technical support options, contact MDSS.