D-Tools Support Policies

Welcome to the D-Tools Support page.  Customer Support is a top priority at D-Tools, we are committed to delivering the best possible standard of service to our customers and we offer numerous methods to our users to help them be successful in the use of our products.

Here you can locate general information about our support program and a helpful directory of support methods and resources.  You can also find details about our different Support Levels and what's included with each plan. 

Please refer to this link for Software Requirements and Compatibility. 

Support Levels

There are two levels of support: Bronze and Gold.  All users receive Gold Support for the first 45 days after purchase.  Therafter, Bronze Support is included in the purchase of System Integrator.  Gold Support is included if you elected for our Software Assurance Program (SA).  Gold Support can also be added to a non-SA account at any time.

Below is an overview showing the features of both support plans:

If you are not currently a Gold Support customer and would like to purchase Gold Support, please call (866)386-6571 - Option 1.

* We use GoToAssist to remotely connect to your machine to troubleshoot issues quickly and effectively.

Support Hours

D-Tools support hours are Monday through Friday 8am EST - 8PM EST

(Chat hours are 9am - 6pm EST)

Holidays observed by D-Tools (Support not available on these days):

• New Years
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Day after Thanksgiving
• Christmas Eve
• Christmas Day 

Support Resources

D-Tools Documentation Wiki

D-Tools new Documentation Wiki contains modularized product documentation, meaning that there is a defined place for every piece of information about SI 5.5. Extensive hyperlinking allows you to navigate among related topics to get the exact information you need.

Benefits of the Documentation Wiki:

1. The Wiki is constantly being updated, so you are ensured the most up-to-date information.
2. Users can register and join the conversation by asking questions as well as commenting on any topic.
3. Excellent search integration for quick and accurate answers.
4. Easy to navigate.
5. Option to print anything to PDF.
   

D-Tools Help Videos

We have many video tutorials including topics such as installation and administration, Visio Interface, Reports, and more.

D-Tools User Forum

Become an active member on D-Tools forum to post topics, communicate privately with other members, respond to polls, upload your own photos and access many other special features. You'll have access to many posts and topics including a reporting center, software-bugs, suggestion and feature requests as well as a general section.  Find many answers to your questions and connect with other SI users on the D-Tools Forum.

D-Tools Free Webinars

Our Gold Support "How-to" Webinar series will cover the basics of working with SI5. The goal for these sessions is to get you up and running on three basics of using SI5: Sell the Job, Design the Job, and Deliver the Job.  All sessions are approximately 60 minutes in length each.

Offered exclusively to our Gold Support customers, this Webinar series is ideal for new users as well as experienced users who may be looking to expand the use of SI5 throughout their business. 

D-Tools Training

D-Tools offers a range of training options to help you get the most ROI from your D-Tools investment.  From our free New User Orientation series to our Plugged In Web Training, D-Tools can provide you with the skills you need to succeed. 

How to Contact Support

Live Support Chat

Live chat can be accessed on D-Tools website, D-Tools blog and from the Navigator.  This feature is intended for individuals with Sales or Support questions.  We are continuously improving our customer service and the chat feature is a practical tool that allows customer inquiries to be resolved rapidly.

To access D-Tools Sales and Support chat feature, visit D-Tools website or D-Tools Blog or the SI 5.5 Navigator and click on the "Live Support" button.  If a representative is available, the button will read "Online".  If it is after hours or there are no representatives available, the button will read "Offline".

Once the button is clicked, a pop-up window will appear.  Choose Sales or Support.  Enter in your contact information and a team member will begin the chat session. 

If there is no representative available to assist you, and you need support, we urge you to submit your issue to D-Tools "Web to Case" support form.

Chat hours are 9am - 6pm EST.

Online Case

Submit an issue to our support team using the "Web to Case" form.

For the fastest support it is best to use the D-Tools Web to Case support form.  When this form is used, it will allow us to screen the issue and assign it to the most qualified support rep. These cases have highest priority and are typically resolved within one business day, typically in than 2 hours for our Gold Support customers.

To access D-Tools "Web to Case" support, visit D-Tools homepage and hover your cursor over the Support tab.  On the drop down list, click "Submit a Issue" and fill out the appropriate fields.  You will then be emailed a ticket number and a member of the D-Tools Support Team will contact you. Please make sure to provide a phone number and email address.

Phone:

If you have Gold Support, call 1-866-386-6571 x 2 and leave a detailed message including your Case Number.  Do not expect to get a live person on the phone, although that may occasionally happen depending on volume. The majority of the time we are in the process of helping other clients.  We return all Support requests in the order they were received so leaving a message assures your place in the queue.  A detailed message consists of:

• Your Case Number (received via Online Case submission) 
• Your full name
• Your company's name
• Your phone number
• A description of the exact issue/error you are receiving including when the issue/error occurs.

Response Time:

Initial response times for cases are based upon the support level and are relative to the hours of operation of D-Tools support.  Response time varies with each issue.  Our support team makes every effort to respond to each case as fast as possible, but a desired time cannot be guaranteed.  Please view the approximate response time according to your support level below:

• Gold - 1 business day
• Bronze - 1-2 business days
• General - 2 days

Version Support:

We support the current and last major release of System Integrator (SI5 and SI4)

What is not covered by Support:

• We do not function as an IT department.  If an issue is found with your OS or your network configuration, we do our best to narrow down what the problem is but it is not our responsibility to fix or correct the issues.
• We do not provide support for customization of AutoCAD and Visio shapes/blocks or Custom Reports.
• VPN configuration
• Network issues with Macs running a Microsoft OS
• We cannot provide software training during supports sessions.  If you would like training, please review our training options.  

Who to contact if not satisfied with Support. 

If you are not satisfied with the level of support that you are receiving please email us and include a callback number if you'd like us to call you about your experience.