Customer Support

The Data Access Worldwide Support Forums are a rich, on-line, support resource containing over 100,000 posts about all versions of DataFlex, DataFlex Reports, Dynamic AI, cloud deployment, database connectivity, web services, developer contributed code and more. Data Access Worldwide product development and technical support teams, along with a global community of developers actively contribute to the forums.

The DataFlex Learning Center is a robust collection of free instructional tutorials and lessons, product update videos, and presentations from live events about DataFlex, accompanying products and technologies. This  is a fantastic resource for both seasoned and new DataFlex developers. learning.dataaccess.com

HelpDesk Express (HDE) is our DataFlex-based online support application for submitting bug reports, product suggestions and questions. HDE allows Data Access and customers to easily manage support communications and to monitor the status of submitted tickets.

HDE “tickets” should always be entered in English. The Data Access Worldwide support team frequently reviews tickets, assigns them for resolution and communicates with the submitter until closure. You will need a Data Access ID and an HDE user to use HelpDesk Express. If you do not have one already, simply create one when navigating to HDE.

Customers with a current commercial DataFlex Studio license may also use email or phone support....

North American and Asia Pacific customers may contact our U.S. based Support Team. Hours are Monday through Friday between 10am and 5pm U.S. Eastern Time (GMT -5:00)  Email: support@dataaccess.com Phone: +1-305-232-3142

European, Middle Eastern and African customers may contact their Regional Channel Partner. If no partner is assigned for your region, contact our Europe-based Support Team Monday through Friday between 9am and 5pm CST (GMT +1:00) Email: support@dataaccess.eu Phone: +31 74 2555 609

Please review our Support Communication Guidelines to help make support fast and efficient for everyone.

Free support for customers with commercial licenses is limited to a question about the use of a particular product feature that can be resolved within 15 minutes; it is not intended to replace training or to assist with the design, development or debugging of an application. Examples of free product feature support are:

• Clarification of documented features, commands, methods and procedures
• Assistance installing and getting your DataFlex Studio up and running
• Configuring DataFlex Studio to best suit your development needs
• Advice about using DataFlex’s various utilities
• Assistance with product registration and registration codes

Support services that are not free:

• Remote connection to a developer’s or end-user’s computer for diagnostic purposes
• Review of customers’ application designs or source code
• Finding work-arounds for un-confirmed bugs
• Issues relating to DataFlex application installation or deployment

We reserve the right to limit unreasonable usage of free support.

For technical support beyond the scope of our free services, Data Access Worldwide offers two options:

A Technical Support Incident - a support incident is a fixed-price phone or email support session dedicated to the resolution of one subject or issue. An incident may be initiated as an extension of a free support call or email or it can be scheduled with a support team member at a mutually convenient time.

Consultancy - Data Access Worldwide’s Professional Services Group offers extended technical support, application design advice, expert programming resources and a variety of other consulting services. The scope can range from an hour of "coaching" to a months long engagement to build a complete business solution. Customers can also use our consulting services when you simply want us to collaborate with you or perform a specific task:

• Build a specialized component to integrate with your applications
• Configure a web server
• Install apps and databases on DataFlex Cloud
• Author an installation script
• Other solutions tailored to your needs

For more information about consulting services, contact us - we’re here to help!

All bug reports should be submitted to Data Access using HelpDesk Express (HDE) - see information above. When bugs in Current Products are reported, Data Access will attempt to confirm the bug in the latest release of the product.

• If testing validates a bug report, the corresponding ticket is set to “Validated” in HDE
• Bugs that are validated are candidates to be fixed in a future product revision
• For selected, validated bugs, workarounds may be created, added to the ticket and published
• If testing does not validate that a bug exists in the latest release and it was reported in an earlier but still current release, we will go back to the revision it was reported on to verify it. If the bug is verified there, its ticket is set to "Validated" and then marked as “Fixed” with the latest release noted in the reply
• Tickets for bugs identified on unsupported or obsolete operating systems will only be given a “Validated” status if the bug can be reproduced on a supported operating system

Ticket status information for verified bugs assists developers using a current product revision and identifies how the bug is addressed in the current release (i.e., it was specifically fixed or simply doesn’t happen due to other product changes). Reported bugs that do not exist in a Current Product are unlikely to be verified, fixed or receive a workaround in the revision in which it was reported.

Knowedge Base - Over 1500 articles covering all facets of our products. Numerous code examples, work-arounds and invaluable tips. The Knowledge Base has been discontinued and only contains articles prior to January 2019.

HelpDesk Express (HDE) is the standard method for submitting and managing product bugs and suggestions. Bug Tracker has been discontinued and only contains bug reports logged prior to June 2019 for DataFlex 19.0 and older. Even though Bug Tracker is no longer used for logging reports, you can still access previously logged bugs using the options below:

• List Archived Bug Reports – create a list using selected parameters.
• Search Archived Bugs – search for bugs using a set of criteria.
• View Specific Archived Bugs – enter a Bug ID and print its details.