Tech Support Options
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 – 5:00 M-F (Eastern Time).
After 90 days, there are two options for technical support:
One-year Extended Service Contract Research Tracker® and $1000 per year for an Enterprise Version. Extended Service Contracts provided unlimited technical assistance, product updates, replacement CDs, additional reference materials, and any related shipping charges.
Extended Service Contracts cost $500 per year for any Multi- User Version of
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.
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.