Free support is provided to all ADDPLAN® customers. Support includes:
- Telephone support
- E-mail and mail support
What types of questions can Technical Support answer?
Technical Support can help answer questions about ADDPLAN®‘s graphical user interface, general logic problems, and procedures and their output. However, we cannot assist with user-specific applications, or teaching new customers. We also do not provide support for general statistical methodology or design of experiments.
Our Services group is available to provide consulting, and can assist with your training needs.
What are support hours?
Normal telephone support hours are weekdays between the hours of 10:00 a.m. and 4:00 p.m. GMT. In addition, our World Wide Web and e-mail support services can be accessed 24 hours a day.
What response time can I expect for problems reported electronically?
Priorities are assigned to problems reported via the Web or E-mail. We try to respond to the customer by phone or E-mail within 2 workdays. Because we cannot guarantee less that response time, you should report urgent problems by phone.
When can I expect my problem to be resolved?
Due to the complex nature of software development, we cannot make guarantees regarding problem resolution time.