Customer Support Policy
Last Updated: July 17, 2019
For Validity, Inc. customers, there is no additional charge for technical support. Support of our applications is considered a part of the Master Services Agreement and applies only to Validity licensed products. You can visit http://www.validity.com to learn more about additional services that are offered by Validity, Inc.
If you are experiencing error messages, unexpected results, requests to reallocate licenses or permissions or other related technical issues prohibiting you from successfully using our tools, we’re here to help!
For Customers in North America – Support Hours:
Support hours are Monday through Friday 8:00am – 8:00pm E.S.T. excluding recognized US and UK holidays.
- Online Case Form: http://crmfusion.force.com/Cases
- Email: [email protected]
- Live Chat: https://community.validity.com/customers/s/
- Telephone support: 1-800-961-8205 ext. 2
**Our UK Support Team is available from 3:30am – 12:30pm E.S.T. supporting customers outside of the US and Canada**
A Technical Support Representative will attempt to resolve the reported issue within 24 hours, however, resolution time will vary by the complexity of the issue and may require additional research or troubleshooting time, as well as, additional resources. Therefore, Validity cannot guarantee the time that it will take to resolve a problem. In addition, our response times might be affected if we do not receive the requested information as applicable. Validity endeavors to resolve problems as quickly as possible.
Once a case is created, you will receive an auto-response email containing your case number and details for your records. If you have any questions or can provide additional information, such as, screenshots of error messages or log files, simply reply to this email!
If the standard support process does not produce the desired results, or if the problem has changed in priority, you can escalate the problem in the following order:
- Contact the Technical Support Team Member who is working on your case and request that the priority of the problem be escalated.
- Ask to speak with a Technical Support manager if additional escalation is required.
Thank you for being a valued Validity customer and utilizing our suite of tools to achieve data quality within your organization!
Attn: Legal Department
200 Clarendon Street
Boston, MA 02116