Contacting Datex Support

Datex Support is available 24/7/365 via ticket and telephone. Depending on your contractual agreement, additional charges may apply for assistance outside of our standard business hours of Monday - Friday, 8am to 8pm EST.

After-hours support is available at an hourly rate of $250 for the first hour and $225/hour subsequently for any issue/request that is not a Datex-related issue.

Certified Super Users can enter Support case via:

Customer Support Portal: Dynamics Customer Portal

Datex Telephone End-User Support

The Customer’s Super User may contact the Datex Support Team by telephone if and only if the Customer has already entered a Case or the Datex Support Portal for submitting support tickets is inaccessible.

Datex shall not be obligated to provide telephone end-user support to Customer if Customer is in default in performance of its obligations to Datex under the Agreement.

1.800.933.2839, option 1

For better identification and faster resolution, please include the following information in your ticket/call:

Priority Level (described in next section)
Details such as:
- In which module/system does the problem occur? (Mobile, RD Web, etc.)
- Describe the issue.
  - Include User, Order, Shipment, Invoice, or Contract details if relevant.
- Does the issue produce an entry in the Windows Event Viewer?
  - If yes, please include the log entry.
- Which window/screen?
- Can you replicate the issue on demand?
- Describe what steps or actions the user was taking before the issue occurred.
- Please include any relevant screenshots.
- If SQL related, which database was selected?

Datex Support Priorities & Response Time*

Before submitting a ticket to the Datex Support Portal, Customer must consult with their designated Super Users for troubleshooting steps and assistance. If Customer’s Super User(s) is/are unable to resolve the problem, they may submit a support ticket to the Datex Support Portal in the manner consistent with Datex Support polices.

The information below describes Datex’s support service levels and associated response times.

Response time is defined as the time the Datex Support Team must respond to the reported problem based upon the Team’s service level classification of the submitted ticket, irrespective of the Customer’s classification of the same. Response times are relative to the impact of the reported problem on the Customer’s business. Response time does not indicate the time in which Datex is obligated to resolve the problem.

Resolution Time will vary depending on the nature and complexity of the reported problem and the current volume of outstanding tickets.

Outage: Initial Response Time within 1 business hour

These are issues that cause a critical business impact and cease productive activity. This means that primary business services, major applications or mission-critical systems are down, or users are unable to use these critical functions. No workaround is available.

High: Initial Response Time within 4 business hours

These are issues that cause significant business impact with major feature failure or performance degradation. This means that primary business services, major applications or systems are seriously affected, or implantation is stopped. No acceptable workaround is available

Medium: Initial Response Time within 24 business hours

These are issues with some business impact, but where no data has been lost. This means that primary business services, major applications or systems are moderately affected but are still functioning. A workaround may be available to temporarily circumvent the issue(s).

Low: Initial Response Time within 48 business hours

These are issues that cause no business impact and are related to general questions, enhancement requests, or documentation clarification and requests.

*Unless your Contract specifically states otherwise