Technical Support
Technical Support Service
Daticon EED Technical Support is a "one-stop" resource for clients experiencing technical issues with Discovery Partner. Technical Support is available to all clients 24 hours a day, 7 days a week.
When a technical issue arises, clients should call or email Tech Support and a Tech Support Engineer (TSE) will investigate and resolve the issue, or, if necessary, escalate it to the appropriate internal department for resolution. In either case, the TSE will maintain regular communication with you and your Daticon EED Project Manager until it is resolved.
Scope of Support
Technical Support is intended for technical issues. Our support model assumes that Project Managers have thoroughly trained Discovery Partner® users (review managers and reviewers) on its use. While Tech Support will never turn away any client question, they must prioritize technical issues ahead of non-technical questions. Thus, non-technical questions may be referred to your Daticon EED Project Manager.
Frequently Asked Questions
You may find a quick answer to your question in our list of frequently asked questions.
Click Here for FAQs
How to report a technical issue
When contacting Technical Support please provide the following information:
- Client’s contact information
- Project name and name of the Project Manager (if known)
- URL for Discovery Partner Site
- The urgency of the issue (“to what degree is work blocked?”)
- Contact Daticon EED Technical Support at 866-376-8080 or support@daticon-eed.com.
- For quickest resolution send or be prepared to give the following information:
- Detailed description of the issue
- What are you trying to do?
- What steps did you take?
- What did you expect to happen?
- What actually happened?
- If there is an error message, provide the text or a screenshot.
- Provide a screenshot of the issue.
- Provide IDs of specific or example items that exhibit the issue.
If you call Technical Support and an engineer is not immediately available to take the call, you will be asked to leave a message. Please provide the information above and a Tech Support Engineer will contact you shortly.
