Premium Support Program

We highly recommend our Premium Support program wherever our software is used for mission critical systems. This gives you peace of mind, and provides additional benefits listed below.

Coverage

A single Premium Support subscription can cover multiple licenses (even a Site or Company), and multiple products (e.g. one Premium Support Plan for WordPipe, ExcelPipe and PowerPointPipe).

We prefer to have a single point of contact within your organization.

Priority Access to DataMystic's Senior Support Technicians

The goal of our Premium Support program is to give our business users priority access to DataMystic's technicians. The Premium Support program is fee-based. We realize that your time is money, so with Premium support we guarantee you quick access to our technicians.

Call Backs

No more waiting on hold! If a technician is not immediately available when you call, we will have the next available technician call you back.

Your Calls Get Priority

When we receive a Premium Support call, it receives priority handling. If a technician is not immediately available, the next available technician (before all other "non-Premium" calls) will handle it.

Your Own Personal Technician

You have the option of selecting a technician as your primary support technician. The technician will familiarize himself/herself with your application. This can simplify and speed up all necessary support - and it gives you a single contact point for your technical questions.

Note: We cannot guarantee that the technician you select will always be available.

Fast Turnaround

If, for some unforeseen reason, we need to release a patch to the software you are using, we can turn this around to you in 30 minutes.

Access to Beta Copies

To ensure that you're informed about future product developments, all Premium Support subscribers will have access to Beta copies of future DataMystic versions. This lets you plan ahead, and it also gives you more feedback in our development process.

Automatic Notification of Maintenance Releases

As a Premium Support subscriber, you will be automatically notified when maintenance releases become available.

Satisfaction Guaranteed

We want you to be 100% satisfied with our Premium Support. So we've implemented a few policies to make sure you're happy with our service:

If within 30 days of signing up for Premium Support, you are not satisfied -- notify us, and we will give you a full refund.
Time will not be deducted from your account for any problem which our technician determines to be a bug in our product. We do not want you paying for mistakes that we make.
If you are not satisfied with the way we handled a support call, contact Simon Carter within 48 hours of the call, and the time spent on that call will not be deducted from your account.

DataMystic reserves the right to change support policies and pricing as necessary to address business needs.

We look forward to providing you with the best service and support in the business. Thank you for choosing DataMystic.