Contact Us & Support

Contact Us & Support

IMPORTANCE NOTICE CONCERNING
WINSPC’S LEGACY SUPPORT PORTAL

WinSPC’s legacy support portal has been retired.

In its place, a new portal, called the Advantive Customer Portal, has been launched. The address of this new portal is https://support.advantive.com.

Emails were sent to customers on Monday, October 2nd 2023 concerning this. All the information needed to log in to and begin using the new portal is included in your email.

The new Advantive Customer Portal is part of our commitment to constantly improve the support we provide. You will use it for all your WinSPC support needs. We look forward to seeing you there.

Protect Your Investment with Extended Service Coverage (ESC)

What do you expect from your software? Production-critical availability? The flexibility to quickly implement changes? Low total cost of ownership? Whatever your expectations, getting the most out of your solution makes all the difference. We can help you transition from implementation into a successful real-time SPC program and provide your team with the ongoing expertise to get the most from your solution every day.

Standard Service Coverage

Our Standard Service Coverage is ideal for single-facility deployments that require periodic technical support during standard business hours. Service includes:

  • Unlimited telephone and e-mail support Monday–Friday, 9:00 a.m.–6:00 p.m. ET (excluding holidays)
  • Remote connection diagnostic assistance when needed
  • Free maintenance and enhancement releases for licensed software

Enhanced Reporting Coverage

The Enhanced Reporting Coverage is designed for customers requiring detailed access to support information. This level of support is appropriate for companies with multiple facilities or teams that need to coordinate deployment and service activities across an enterprise. Enhanced Reporting Coverage is provided on an annual basis and augments our Standard Service Coverage. Services include:

  • Monthly or quarterly performance and progress reports
  • A centralized point-of-contact for your support-related activities
  • Consultation regarding new release updates, fixes, and features/benefits

24×7 Support Coverage

Our 24×7 Support Coverage is designed to extend customer access to technical support beyond standard business hours. This scenario is often a requirement for enterprise-wide or international deployments. 24×7 Service Coverage is provided on an annual basis and augments our Standard Service Coverage. Services include:

  • 24×7 technical support (including holidays)
  • 15-minute response to reported incidents regarding licensed software

Customer-Specific Code Base Service

This level of support is designed for customers who incur substantial costs or system disruption when upgrading or recertifying software. The Customer-Specific Code Base Service permits customers to remain indefinitely on a chosen software version and to receive continued support of that version. Customer-Specific Code Base Service is provided on an annual basis and augments Standard Service Coverage. Services include:

  • Customer’s licensed version code base, code base development tools, documentation, and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
  • 10 hours per year of custom development services
  • Reduced rates for additional development services, such as maintenance and feature release upgrades to custom code bases

Production-Dependent Service Coverage

This level of support is designed for customers whose production is dependent upon the continuous operation of WinSPC. Production-Dependent Service Coverage provides software release capacity on a 24×7 basis. Production-Dependent Service Coverage is provided on an annual basis and augments Standard Service Coverage. Service includes:

  • 24×7 technical support, including engineering and development escalation
  • 15-minute response to reported incidents regarding licensed software
  • 24×7 software releases issued for production-down scenarios
  • Customer’s licensed version code base, code base development tools, documentation, and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
  • Production-down event becomes the highest priority activity for DataNet technical services personnel until production capability is restored