DidItBetter Technical Support Line Up

Your licensed solution comes with free updates and upgrades for the duration of your software assurance period (1, 2, or 3 years) and free email support, answered on a first come, first served basis. 

If you prefer to resolve your issue with email support, please submit a support request to open a ticket. 

For anyone on premier support, our technical support team is available by appointment to provide remote and/or phone support services Monday through Friday from 9am to 5pm EST, excluding holidays (last remote appointment at 4pm EST). Weekday after-hours up to 10pm EST (last remote appointment at 8pm EST) and weekend support are also available by appointment scheduled several days in advance.

Our certified technical support team solves Premier Support clients' issues before responding to email support.  On average, it takes 2 days to resolve issues by email support back and forth as compared to less than an hour or so on average with remote support. 

If you require immediate assistance, you can be "up next" with a single priority remote session or with a premier support agreement in place.  We offer several enhanced fee-based support options:

OPTION 1: Block of Premier Support

With a Premier Support agreement in place, you purchase a block of remote support time in multiples of 2, 4, 8 or 15 hours.  This is not an annual agreement and does not expire until the remaining time is used.  One of our engineers will remote into your system to help you with installations, updates, upgrades, relationship set up, troubleshooting, 'startovers', migration/move support for your DidItBetter solution. 

Benefits of Premier Support:

• When we get involved we shorten the time to issue resolution significantly compared to if you do it on your own or through back and forth email support.   You can just sit back and relax, let us in, watch us, let us train you. You do not give us any login credentials to do it.  We can bill the end user or the support company.
   
• The premier support is more cost effective than purchasing just 2 individual priority support sessions.  With the premier support agreement in place, it takes us an hour to an hour and half to resolve most issues and re-certify your DidItBetter Software installation.  For those with a premier support in place, after the initial remote session, most have time remaining on account for the next time remote support assistance is needed. For any non-scheduled emergency support requests, the time is deducted at time and half from your remaining hours.
   
• Save on Support TOOLS:  For Exchange or Add2Exchange migration & "start over" support, Inspector and Surgeon General, on a Premier agreement,  you are eligible for "HALF OFF" all DidItBetter.com support add-on tools!  We train you on how to use these tools and once the add on tools are licensed you can use them any time you feel the need.  The free license updates even match those of the main DidItBetter.com Software assurance you already have in place.
  
  With a Premier Support agreement in place, you can save 50% on the Add2Exchange Recovery & Migration Manager  license for only $125 (reg. $250)
  and the Add2Exchange ToolBox  license is only $125 (reg. $250).

Grandfathered rates apply: Once we have provided the time in your premier support package, you have the option to renew at the same rate indefinitely if you wish.  You could also choose to pay the hourly rate ($115) for any extra time you need.  Premier Support can also be used after-hours up to 10 pm EST for only time and a half off for every hour.  

TIP: Our most popular premier support agreement for DidItBetter product support is the 4 hour, and this is included in most of our value bundles of Add2Exchange and Add2Outlook and TaskController. 

We also offer larger blocks of time for anyone who needs other Microsoft or third party issue resolution support services such as Microsoft operating system, Exchange Server, IIS, Active Directory, SQL, Sharepoint, Microsoft CRM, security and communications, and/or network support issues.  Ask about our Managed IT services.

Our most popular support package is the 4 hour Premier Support, which is a block of 4 hours which never expire until you use them - only $399 and included in most value bundles. 

TIP: Both the Add2Exchange Recovery & Migration Manager and Add2Exchange Toolbox add-on tools are included FREE in most of our value bundles.  If you have not purchased a value bundle or licensed these add-on tools, save 50% on the add on tools when purchased with a premier support package:

When planning a migration or if you need after-hours support, please schedule your appointment 2 to 3 business days in advance and contact us PRIOR to the migration of mailboxes. Migration/move/conversion support requires a Premier Support package.
 

OPTION 2: Level 2 Single Remote Support Session  
 

A certified DidItBetter.com Software Support team member will connect to the end user’s system for new, first-time DidItBetter solution certification and installations, updates/upgrades, creating, modifying or fixing relationships (aka Relationship therapy), for the reported issue.  We will solve the issue and verify and then close the ticket.

This single remote session may be useful for troubleshooting a new first time 'Do It Yourself' installation, and/or quick "replication system recertification" diagnostic or for Relationship therapy. 

NOTE: Level 2 single sessions do not cover third party product support issues, Exchange/Add2Exchange migrations, moving Add2Exchange to a new replacement server, Add2Exchange to Add2Outlook conversions. A premier support agreement is needed.
 

Initiating Your After Hours Support Appointment

If you have purchased and scheduled an after-hours support session, in order to get through to you and connect for the session, at the designated time, please call 800-837-8636 (customers outside the USA, 001 813 977 5739) and use the option 3, page-a-tech DidItBetter.com Support for emergency support OR if an engineer has been assigned to your case, then enter the technician's extension.  Make sure you have valid software assurance in place for your licensed solution; if you are not sure, email info@ diditbetter.com to find out your software assurance information.  Be sure to be have done all Microsoft Critical updates on the box and rebooted prior to connection and be logged in as the Service Account.  We guarantee our software will work with the current Microsoft critical service packs in effect at the time, so please make sure this step is complete to avoid delays and speed issue resolution. 
 

Remoting into the System

We use several methods to connect to your system: https://join.me/ and http://support.diditbetter.com/kb/a2e_164.aspx . Ask the engineer assigned to your case which is the preferred method.