We provide the following services:

Services Overview

General Services

Services Description

E-Mail Service

E-Mail Support enables Customers to contact D2C2 Technical Support Engineers by
E-Mail. Once they have received the message, Technical Support Engineers respond
via E-Mail or telephone. The languages of communication are English and Chinese.

Please indicate your Support Contract Number (specified on page 1 of your Support
Contract) when using the E-Mail Support. To take advantage of Customer Support,
you must provide that contract number for verification.

A D2C2 Customer Support Administrator receives your question. Your incident is
then forwarded to a qualified Technical Support Engineer. In the interim, you will
receive and incident number. You can use the Incident Number to check the status
of your incident, either by phone or via the Support Web site. Your Technical Support
Engineer will make every reasonable effort to solve your issue(s) quickly and close the incident. However, if incident resolution cannot be achieved rapidly, the Technical
Support Engineer will inform you of your incident's status and provide a time frame in
which your question will be solved.

Telephone Service

Telephone Support enables Customers to contact D2C2 Technical Support Engineers
by phone. Technical Support Engineers respond via E-Mail or telephone in order to
begin the dialogue which will help the Support Engineer solve the incident.

Please indicate your Support Contract Number (specified on page 1 of your Support
Contract) when using Telephone Service. You must provide the Contract Number for
verification in order to take advantage of D2C2 Support.

A D2C2 Customer Support Administrator receives your question. At that time, you will
receive an Incident Number. You can use the Incident Number to check the status of
your incident, either by phone or via the Vendor Support Web site. If all Customer
Support Department telephone lines are busy, a voice mailbox takes your call. Your
Technical Support Engineer will make every reasonable effort to solve your issue(s)
quickly and close the incident. However, if the incident cannot be resolved quickly, the Technical Support Engineer will inform you of the status of your incident and give you a time frame in which your question will be answered.

Remote Help over Internet

Remote Help over the Internet enables D2C2 Technical Support Engineers to access
a Customer's installation via the Internet. With the Customer's permission, Technical
Support Engineers log in and make changes directly in the Customer's D2C2installation, closing incidents in this manner.

After Hours Service

Customers who chose the After Hours Emergency Support option in their contract, and who need urgent help from a D2C2 Support Engineer after normal support hours, can call our After Hours Support line. A trained Support Engineer will help the customer as long as needed. After Hours Support is meant to be emergency support for an existing installation of D2C2 solutions and can be requested if the installation stops working properly. This service is available 24 hours a day, seven days a week 365-days a year.

Knowledge Base

D2C2 offers access to vendor's Knowledge Base as a repository of information and
knowledge about various products. Searchable by keywords, the Knowledge Base
contains known challenges and many solutions. You may find out how products function and step-by-step examples showing you how to get up and running. With the assistance of the Knowledge Base, learning how to implement requested features and lesser-known features helps move project forward faster.

The Knowledge Base is available at all times, apart from periods of maintenance and
downtime due to technical difficulties. Search the Knowledge Base as often as you like. Access to it is read-only. Our Vendors keeps the Knowledge Base up-to-date, with updates typically taking place every workday.