Data Automation Professionals offers three support and training plans covering a wide range of needs. At the core of every support plan is our dedication to not only solving problems, but teaching you and your team how to avoid similar problems in the future. Every problem is a learning opportunity and, with our primary goal being to help you and your team be better at whatever it is you do, we bring everything we have to make that happen. Or, if you don’t have the inclination or time to learn something new, we’ll just fix it.
|Data Automation Professionals Subscription Support Plans|
|24 x 7|
|Case Credits per Month||(details below)|
All monetary amounts are in US dollars.
Tips for Getting Great Support and Training
When requesting technical support, be at your computer with any sensitive information closed or hidden. We use GoToMeeting so navigate to www.joingotomeeting.com and prepare to enter the nine-digit meeting ID we’ll give you. Be prepared to give us keyboard and mouse control. GoToMeeting has a recording function which you can use to record the meeting for later review. Most importantly, be prepared to describe and demonstrate the problem—the faster we can understand the problem, the faster we can get it resolved.
When requesting training, the same tips as described above for technical support apply. And be prepared with a list of questions and topics you want to cover. If you send them to us well before the training begins, we’ll be better prepared too. Better prepared means more covered and learned.
The Fine Print
Connecting with Us
There are many ways to connect with us for support. Email, text (yes, we’ll give you our personal cell phone numbers), and, of course, telephone. We don’t have a preference and respond to each request as quickly as possible. If it’s urgent, let us know early on so we can respond accordingly.
We need to eat, get some sleep, and to spend time with our families and friends. So we limit our time to reasonable hours. Weekdays means Monday through Thursday from 7 am to 10 pm PST, and Friday from 7 am to 5 pm PST. Weekends means Saturday and Sunday from 7 am to 5 pm PST. 24 x 7 means (we hope we don’t regret this) 24 hours a day, seven days a week.
Areas of Support Expertise
We’re good but we’re not experts in everything. Outside of Microsoft Excel and Excel automation, we have ample expertise and so provide technical support for Microsoft Word, Microsoft PowerPoint, Microsoft Access, Microsoft OneNote, and Microsoft Outlook, especially when it involves automating those applications with VBA.
Areas of Training Expertise
We prefer to constrain our training efforts to what we know best: Microsoft Excel and Excel automation.
Case Credit Allocation and Usage
Case credits are allocated monthly in amounts based on the plan (see the above table.) When providing technical support and ad hoc individual training, case credits are used at a rate of one credit for the first 15 minutes, one credit for the second 15 minutes, and one credit for each 30 minutes after that. When determining how long a session lasts, we’ll split the difference with you at about the midway point—in other words, if a session lasts less than about 22 minutes, we’ll call it a 15 minute session versus 30 and only charge one case credit. We have to charge a minimum of one case credit because, well, it takes time to start the session and listen to the problem. But if we can get off the phone in less than a few minutes or solve the problem with a quick email or text, then it’s on the house.
When providing group training for between two and ten students, case credits are charged at a rate of four case credits per hour plus one case credit per student per hour. A minimum of six case credits are charged for any group training because it takes time to set up, organize, and it isn’t a group unless two or more students are participating.
Need clarification on how we administer these plans or how we can best help your specific situation? Contact us and we will answer any questions.