Tech Support Options

All Research Tracker purchases 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.  Tech support hours are 8:00 – 5:00 M-F (Eastern Standard Time).

After 90 days, there are two options for technical support:

One-year Extended Service Contract 
Extended Service Contracts cost $300 per year for any Single User Version of Research Tracker^®  and $500 per year for any multi-user Version. Extended Service Contracts provided unlimited technical assistance, replacement CDs, additional reference materials, product updates, and any also cover related shipping charges.

Per-Incident Technical Support Charge
Technical assistance is charged per incident in increments of 15 minutes.  A minimum of $50 is charged for the first 15 minutes.  Incidents exceeding 15 minutes are charged at a rate of $90 per 30 minutes, $125 per 45 minutes, and $150 per hour.  Credit card authorization is required at the time assistance is requested (Visa, MasterCard, Amex).

For detailed information regarding technical support options, contact MDSS.

Research Tracker^® II customers can also access on-line information regarding technical support issues.  There is no charge for using on-line support but you need to enter your User Name and Password to enter the site.

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