Datacap Technical Support

Datacap customer support provides technical assistance and customer service to end users and partners to ensure satisfaction with Datacap products. Our support team has years of experience analyzing, diagnosing, and solving problems quickly and efficiently. By choosing to use Datacap technology, you have opted for value and quality, and that’s a promise that Datacap takes very seriously.

Two support plans meet a variety business and technology needs:

 

Standard Support

The following services are available to all customers with a Standard Support subscription:

• Telephone and email support hours 9am-7pm ET, M-F, non-holiday.
• Support web site available 24/7 providing the following services:
• Software Problem Report (SPR) system. The SPR system enables customers to submit problem reports, enhancement requests and product questions directly to the Datacap Support staff.
• Technical Notes are posted by Datacap Support. They are a supplement to product documentation addressing specific product usage and frequently asked questions (FAQs).
• News and Alerts are automatically broadcast via email to Datacap customers. They often coincide with product enhancements or new releases and may announce the availability of release notes, compatibility guides, technical updates and more.
• A knowledgebase provides a centralized repository of Datacap product information that may be browsed or searched by customers looking for specific usage or technical information.
• Software updates and fixes. Updates and fixes are released as they become available.
• Participation in pre-release programs. This provides you the opportunity to test and evaluate new features and enhancements that may be critical to your future processing plans.

Standard Support protects your software investment by providing technical support and product updates for an annual price. Standard support makes it easy for organizations to keep their Datacap solutions up to date.

Premium Support

Datacap offers the Premium Support plan with all the features included in Standard Support, with such extras as:

• Mirroring of the customer installation at Datacap
• An annual Web-based site review
• Toll-free 800 access to support

Extended hours support is also available for critical and high severity incidents to customers of either the Standard or Premium Support plans. Contact your Datacap Sales Representative or Reseller for more information.

 

Datacap Technical Support Website

Customers and resellers with active support agreements can use the Datacap Support Site.  Have your ID and password ready. Click here.

Telephone Support

Customers and resellers with a support agreement can reach Datacap Support personnel by telephone (Standard hours are Monday through Friday from 9:00 AM to 7:00 P.M Eastern Time) at 914 259-1300. For business critical applications or peak production periods, special arrangements can be made for 24-hour telephone support.