How Do I Contact Support?

Our standard support hours are Monday through Friday, 8am to 5pm, Pacific Standard Time. You can reach Support through our online website or by phone.

• CUSTOMER CARE PORTAL- http://www.datstat.com/CustomerCarePortal/tabid/114/Default.aspx

• Contact your Account or Project Manager if you have not already been provided with your login/password

• EMAIL – support@datstat.com

• PHONE – 206-526-9985 x2

What Do I Include in My Support Case?

In order to most efficiently serve and assist you, it is important to include the following information in your support request. The more information you have on your environment, and the issue(s) you or one of your Users are experiencing, the easier it will be for us to diagnose and offer a quick solution.

• Illume and Discovery Version Number
• For Illume, in the desktop client go to the Help menu and select ‘About DatStat Illume’
• For Discovery, the version number is in the lower right-hand corner of the browser window.
• Server/Client Environment (OS, hardware specifications, as much info as possible if this is known)
• The Browser and Version you were using when the problem occurred, if applicable (e.g. “IE 8”)
• Specific Steps to Recreate Problem - this is possibly the most important information.  If support cannot reproduce the steps you took and generate the error, it is much more difficult to resolve the problem.
• Screenshots of any errors encountered
• Attempted Solutions - Anything you have done to try to resolve or work around the issue
• Study & Survey Name - If the issue is pertaining to a specific survey, please attach the survey to your case in the portal.  Attach your case by dragging the survey icon from “My Surveys” onto your desktop. This will create an XML file of that survey. After you submit your case, you may then View the case in the portal and attach the XML file to the case.
• Participant ID(s) – if the issue is pertaining to a specific participant, include the Datstat_PID
• Day and Time the Error Occurred
• Log Files (For Self-Hosted customers only) Support will likely need to review your Log Files from the specific day and time an error occurred.  Please include contact information for your IT person if you do not have direct access to these files. 

In Case of Emergency

We understand that things break outside of the normal support hours. In the instance that you encounter a critical issue outside of the normal support hours please file your case through the customer care portal as normal, and then use the phone number to leave a voicemail. We will be notified of a pending voicemail and will continue to be notified every five minutes until something is done about it.