Customer Services

DataBasics offers support, consulting, training, customisation and configuration services to customers who purchase digital asset management, photo library, web delivery, PDF, print and prepress software products.

DataBasics Customer Care Centre is a technical support system staffed by technicians and product experts who maintain a database to track queries until resolution and ensure a timely response. All DataBasics products are sold with the first 12 months Software Maintenance (SM) included - this provides for all updates and upgrades to the software and expert technical support from DataBasics technical staff.

The SM agreement is an optional renewal after 12 months; price is 25% of initial purchase. For customers wanting longer term coverage and/or a lower yearly rate there is a three year SM plan - please ask for further details.

** Please see DataBasics Fair Use Policy for details of technical support coverage. **

DataBasics Onsite and Remote Service products are available for consultancy, installation, configuration and training - prices range depending on whether 1, 2 or up to 5 days are required. These may be conducted onsite or remotely using the TeamViewer desktop viewing software. See the pricelist (pdf) for costs and details.

In order for Customer Care to effectively process support queries, all requests need to be emailed in the first instance to support@databasics.com.au. Call 1300 886 238 (+617 3733 1510) if urgent, with the following details:

  • product name, version and platform - eg Cumulus Workgroup v8 on Windows 2008, MediaRich for Sharepoint on Windows 7
  • brief description of the problem including screenshots or error messages and efforts to resolve issue.

    • Each new issue or query should be sent to DataBasics support or called in separately so it can be tracked independently. Support responses will be provided by email, or by phone if necessary. Response Time = generally within 2 hours if received before 3.00pm EST (Australian Eastern Standard Time).

The Onsite Installation & Training Services provided by DataBasics are designed to instruct the designated Administrator and up to 5 users (larger groups on request) on the installation, setting up and initial use of the software in the workplace.

DataBasics may offer configuration, training and other services remotely using the TeamViewer desktop viewing software. This is often preferable if there are tricky configuration issues. Consulting services are also provided.