Support Policy

Global Support Policy

Pervasive DataSolutions delivers prepackaged self-service data integration solutions. We are committed to delivering those solutions at a low price while providing quality support for our entire customer base.

We provide free online support in the form of knowledgebase articles, a very active community forum and, of course, an email channel. We also provide a paid phone support option on a per incident basis. Exact details and exceptions are explained below.

Support Hours

8 a.m. Central Standard Time until 5 p.m. Central Standard Time Monday through Friday*
*With the exception of most nationally recognized North American holidays.

Free Email and Forum Support Option

Knowledge base articles and Wiki information are available online at https://www.pervasive.com/solutions/Support.aspx. The forums are the most efficient way to receive help for any issue. Our engineers and support staff are logged in continually. Often, they are even logged after hours. Chances are your question has been answered in a previous thread. Please look for it first before asking. Our support staff will often send you a link to a previously posted answer.

We strongly encourage our users to leverage the online help provided as this also helps document answers for the entire community of DataSolutions users.

Email and Forum Support SLA

We work to respond to the forums and emails immediately; however, official SLA time for issues submitted is one business day. If you submit an issue in the forum or via email during normal business hours, you may not receive a response until the next business day. This lengthy response time is very rare, but when you submit your issues please keep in mind we are working very hard to respond and will get to you on a first come first serve basis. Be patient and please be courteous to our staff.

Paid Phone Support Option

We realize that sometimes customers prefer more personal attention than can be provided via the online community. For those instances we provide a paid phone support line:

  • The charge per incident is $25.00 USD.
  • The fee will be assessed using a credit card that must be provided by the requestor when the initial call is made. If the issue is found to be beyond the user’s control, the charge will be reversed.
  • The fee is applied on a per incident basis. This means a single phone call related to multiple issues may result in multiple charges. Every attempt to point our customers to online self-service assistance in this case will be made prior to adding additional charges.
  • Our phone support is avilable at: 1-800-287-4383 (Option 2 for Technical Support, then Option 4 for DataSolutions Products)

Phone Support SLA

Paid phone support guarantees a 4 hour response SLA during normal business hours. If you call before 1 p.m. Central Standard Time we will return your call the same day. All other calls may be returned the next business day, but we will get to you as time allows.