EDC has support services available to users with a current Update/Technical Support Policy. These services address specific issues or questions about the use or application of the programs.
Every technical support call is routed through the support desk and documented. Documenting each call allows our technicians to seek advice from each other as well as to share their solutions. A Case ID number is also assigned to every call, in case there is a need for a follow up. These steps have been implemented to assist us in tracking repeated problems. A high standard of quality is also maintained by monitoring the level of user satisfaction for support services via confidential surveys.
All requests for technical support are responded to within 24 hours. Our goal is to respond within 2 hours and our statistics show that 78 percent of all calls are addressed at the time of the call. The average response time is less than 30 minutes.
The following are the preliminary steps you should perform to confirm your problem and assist EDC’s technicians in providing the most efficient support possible:
- Review The Manual - Most issues related to usage are covered in the manual. If you encounter a problem that is not covered in the Manual, continue with the following steps.
- Duplicate The Problem - If at all possible, try to duplicate the problem. This includes carefully retracing your steps to document how the problem occurs.
- Contact EDC Technical Support - Use e-mail or telephone. Be prepared to provide the technical support representative the following information:
Your User ID Number
Software Version Information (available from the Help, Technical Support menu option)