Support Policy

DataSync Support Policy

At DataSync, our goal is to provide you with access to your services and data from our site at all times.  In the rare event that an interruption in service occurs due to hardware, software, or Internet issues, we will work diligently to resolve the matter as quickly as possible.

You can find answers to many of the most common user questions at DataSync University. Our short and informative tutorials will walk you through the steps to access and use most service features.  You will also find here a complete listing of Frequently Asked Questions (FAQ)  and their answers as well as user forums discussing many aspects of our service.

If these resources do not allow you to resolve your problem, you can contact us for general support or to report problems in several ways:

1.  By completing and submitting our Customer Support Form

2.  By emailing us at support@datasyncorp.com.  We try to respond back to you within 1 hour to confirm that we have received your request and to assist you with solving your problem.

Support availability: Monday-Friday – 8am to 5pm (CST)

Standard Support (Free With Subscription)

DataSync fully supports the following topics free of charge:

  • SugarCRM connectivity issues
  • Mobile device connectivity issues
  • Error message resolution
  • Bug reports to SugarCRM
  • Data restore requests from normal daily backups (available for preceding 30 days)
  • Any bug with  a customization performed by DataSync Professional Services

Training, configuration, and end user guidance is provided as a part of our Administrative Services and Professional Services packages.

Administrative Services

With the Administrative Service offering, DataSync will essentially manage the administration of a client’s account.  The DataSync Admin Services group will perform administrative tasks that could otherwise be accomplished by the client. Admin Services is offered on an account level on packaged hourly rate. Admin Services may also be purchased as a professional service for one-time requests.  Please contact Sales for additional information about Professional Services.

Premium Support topics include but are not limited to the following examples:

  • User management
  • General end user ‘how to’ and usability questions
  • Information on configuration best practices
  • SugarCRM feature questions
  • Help on creating and configuring reports
  • Assistance on creating and editing workflow
  • Customization of forms, adding fields, managing dropdown menus Administrative support is all non-development or database management related work.

The following special requests are also included with Admin Services.  If the account does not have Admin Services, these requests are billed as a professional service.  Please contact Sales for additional information.

  • Special request backup/restore operations
  • Adding new domains to an existing account

Professional Services

Professional services are special requests which are outside the scope of support or Admin Services.  These services are provided on a pay-per-occurence basis.  The following list includes examples of professional services offered by DataSync:

  • Custom workflow creation and/or support
  • SugarCRM module development or customization
  • Data import/migration
  • Issues caused by data import/migration or SugarCRM customization not originally performed by DataSync
  • All premium support tasks can be purchased on an as needed basis through Professional Services

Site and Software Changes. We often make changes to our Site, our Services and our supporting software and infrastructure.  We do our best to make sure that these changes are made at times that will not adversely affect your Service.  We will post anticipated Site interruptions on the Support page.  If we anticipate that our changes will materially impact your ability to use our service or access your information and data, we will also notify you by email.  In general, our system uptime exceeds 99%.

 

New Services. From time to time we and our Third Party Software Providers add new features to our service applications and sometimes release entire new versions.  We will notify you by email when these occur and of any pricing changes associated with these changes.