Support Options
CData Arc is dedicated to helping you find success throughout your integration journey. The following is a detailed list of our available support packages. If you have any questions regarding these packages feel free to contact [email protected].
Standard support
Included for all active customers
We provide standard technical support via email. We do our best to answer messages quickly, so you can get your job done. Support is prioritized in favor of people who have purchased the premium support package and the product in question.
To obtain standard support, please create an account and log in to the CData Portal where you can open a new ticket on the Support tab. Our support team will follow-up via email.
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Online Knowledge Base
Includes anytime access to our Online Knowledge Base, which provides hundreds of common questions and their answers, explained in a simple, straightforward manner.
Go to Knowledge BaseCData Community
Includes anytime access to our CData Community, a space where CData customers and users can share knowledge and resources, ask questions, and get answers.
Go to CData CommunityContact Support
Includes email support covering licensing, installation, and other issues related to our products. Please create an account and log in to the CData Portal to open a case. Our support team will follow-up via email.
Contact SupportPremium support
We provide premium technical support via email and web meeting. All premium emails and meetings are given priority over any standard support questions. We strive to respond to all Premium Support inquiries within one business day.
In order to receive the best service for premium support, please create an account and log in to the CData Portal where you can open a new ticket on the Support tab. Please fill in the Business Impact of your current inquiry so our team can prioritize your case appropriately. Our support team will follow-up via email.
Premium support contracts are valid for one full year from the purchased date.
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Access to all of the benefits included with standard support, plus:
Priority web meeting support
Unlimited priority web meetings covering licensing, installation or upgrade issues, protocol issues, identifying environmental issues (such as network connectivity problems), and general use of the products. Please reach out to our team to schedule a meeting.
Priority email support
Priority email support covering all of these same issues: licensing, installation or upgrade issues, protocol issues, identifying environmental issues, and general use of the products.
NOTE: Due to the nature of programming or scripting issues requiring a substantial amount of research from our team, we will not be able to address these sorts of issues in a live meeting. However, you will still receive priority support over email.
Pre-sales support
We provide technical and business-level support for prospective customers who are in an active trial or who would like to get answers to important questions in their evaluation process. A mix of technical support and sales-related support is available, and we will work hard to respond as quickly as possible.
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Additional Services
CData Arc’s Technical Support and Engineering staff are available for additional services. A minimum of two hours of service must be purchased.
Additional Services include:
- Installation
- Training
- EDI Translation
- Data Mapping
- Script Development
- Connector Development
To enquire about additional services, please email our sales team at [email protected].
Email SalesCheck out the CData Community
Join the CData Community to find resources, connect with peers, learn from our experts, ask questions, and find answers.