What is considered a Severity 1 or Severity 2 problem?
A licensed Product responsible for production functionality, critical to the business process conducted by the customer, is down or significantly impacted, and all or a substantial number of critical Product components are not functioning.
Why do I need to call for a Severity 1 or Severity 2 problem?
The support number, 866-309-9326, is answered by an operator 24×7. DataExpress support emails are only monitored during normal business hours
What do I do if it is not a Severity 1 or Severity 2 problem?
Send an email to one of the support email addresses above and a technician will respond to the query.
How soon should I expect a response?
A technician will respond to the call within two hours of it being logged for Severity 1 problems, and within four hours for Severity 2 problems.
Direct numbers to reach the customer must be provided as the response will be to the number provided on the initial call-out.
Severity 3 queries will be responded to within the next business day.
Severity 4 queries will be responded to within 3 business days.
Is online documentation available?
All DataExpress documentation is available to DataExpress customers via our secure portal.
Access to this portal should be requested from DataExpress support.