To request technical support, please contact Questionmark's Technical Services team via email or telephone. Normal support hours are from 8 a.m. to 6 p.m. Central Standard Time Monday through Friday.

• E-mail: support@questionmark.com
• Phone: (800) 597-3950 or +1 (203) 855-4500 - Option 2

• To access support pages for Questionmark Perception, go to:
  http://www.questionmark.com/perception/help/
• To access the Customer Wiki, where Perception users may document and share best practices for asssessments and deploying Perception, go to:
  http://customer.wiki.questionmark.com (requires Software Support Plan subscription)

The product support sections include:

• Product manuals
• Knowledge base
• Best Practices Guides
• Hot fixes

The support pages contain support documentation for Perception version 4.  You will also find links to to legacy versions of Perception (versions 2 and 3).

Your query will usually be answered, by e-mail, within one working day. If you are having any kind of difficulty with Questionmark, this may be an effective way to find the solution.

Our goal is to provide the best possible support to our customers. Our experienced technical services representatives possess the in-depth product knowledge required to provide customers with superior technical services. Questionmark is segmenting its services to accommodate the various applications, and volumes that it is required to process. You may pay a charge per incident or choose between Questionmark's Basic Software Support Plan or Enterprise Software Support Plan.

Basic Software Support Plan

This plan supplements your purchase so that your deployment and upgrades can be planned and organized without undue stress. The Basic Software Support Plan includes:

• Free upgrades (both minor and major)
• Online access to Questionmark documentation, manuals, knowledge base articles, Customer wiki and support RSS feeds.
• Our telephone help desk aims to respond to you within four hours and is available from 8 a.m. to 6 p.m. Central Standard Time, Monday through Friday. Should you need help, contact us via email or telephone. For faster service, make sure you have your support agreement number, the serial number of your Questionmark software, as well as information about the configuration of your computer system. In addition, please ensure that you understand the nature of the problem before calling. Customers nominate three key users to be their technical support contacts for their entire organization. Your support contacts will be named in your organization's agreement, and all questions and answers should be channeled through them.

Enterprise Software Support Plan
With Questionmark's Enterprise Software Support Plan, you have all the benefits of the Basic Software Support Plan, plus some additional provisions including a service level agreement:

• Enterprise Software Support Plan customers are assigned to a dedicated Questionmark technician to work with consistently. This technician knows you, your system and your tech support history, thus helping resolve issues more quickly.
• Your technician will have your detailed customer/system profile on file for instant access, and if necessary you may make appointments with your technician for advice or assistance during critical times such as upgrades.
• A service level agreement outlines response times according to the severity of the tech support issue, and you will receive timely updates on the progress of your tech support issue according to a pre-determined schedule.
• Your technician can also provide consulting for complex projects or customizations (additional costs apply).

If you purchase your Software Support Plan at the time of purchase you receive a discounted price. However, if you purchase the Software Support Plan after you have purchased the software you can only enter the plan if you have the currently released version for a higher price. If you are not on the current version you are required to purchase the upgrade and then you will be eligible for the plan.

• Provide SSP customers an avenue for providing input on new features so that Questionmark can produce a better product that better suits customers’ needs; and
• Keep SSP customers informed about the development activities associated with specific product features.

If you are currently using a retired Questionmark product but want to continue receiving live technical support you will need to install and register a supported version. Here is basic information about Questionmark’s sunset policies. If you require more information, please email info@questionmark.com.

• Major versions will be supported by phone and email for 24 months after the release date of the next major version. However, issues that need resolution will almost certainly require an upgrade to the latest version.
• Customers are encouraged to move to the next major version as soon as possible
• Hosting customers will be moved to the next major version shortly following release
• Public training courses for previous major versions will stop within 2 months of the release of the next major version
• Private training courses for previous major versions will stop within 6 months of the release of the next major version
• Consulting services on previous major versions will stop within 6 months of the release of the next major version
• Issues with the previous version will be fixed at Questionmark’s discretion, depending on the severity of the problem.

• Free web-based feature tours, with sound and animation. Learning Café
• 3-day training courses provided at Questionmark’s Training Staff:. Check our Training page for dates and other locations.
• On-site training at your offices.
• Web-based-training where our instructor works on a conference call and provides presentations using a web-browser.

• Web-based-consulting where our consultant will work with you, on the phone while using web-presentations, to help you identify the issues that need to be addressed and suggestion that will help you
• On-site consulting at your offices.

Learn more about Consulting Services...