Customer Support
Users with a current Annual Service Agreement (ASA) receive an array of
support services:
Customer Support
New Versions of Software
Support Center
Free, On-Demand Training Videos
Knowledge Base
Product Feedback Process
Customer Support
Our award-winning Customer Support team has a reputation for being accessible, knowledgeable and
thorough. Customers with a current ASA can take advantage of their
expertise* via phone (800-288-4565) or email (support@dea.com) through
our industry-leading Standard Support service. EMS Enterprise™, EMS Workplace™, EMS Campus™, EMS District™
and EMS Legal™ customers can upgrade to Premium or Premium Plus Support service for additional benefits. (Contact
a sales representative for details.)
When a "hands-on" approach to problem resolution is needed, customers and support team
members can "meet" online
via a secure internet connection that allows our
techs to link their computers to yours and experience the problem you are facing
firsthand.
ASA-holders can contact the Customer Support team, free of charge, Monday
through Friday, 6:00 AM to 6:00 PM Mountain Time (GMT-07:00). Calls that aren't answered
immediately will typically be responded to within minutes. Even when call volumes are at
their highest, our guarantee is to respond to inquiries within two hours. Rapid response
and accurate answers have led to some very positive feedback from our customers:
"We opened our brand new facility with zero experience in booking software. The Dean Evans staff were awesome to work with, providing training above and beyond the normal scopes of things, including custom setups and "handholding" through our growth stages. Support has been awesome...hands down. The product will probably do anything you want. You just have to know how to manipulate it to do it...and the support team is right there to help you without being condescending. Thanks for making us look good every step of the way! Keep up the great work!!!"
- Jerry A., Granbury Resort Conference Center
"The customer service technicians have been nothing less than
spectacular!"
Paul S., Associate Director of the Student Center, Rice
University
"I just wanted to take a few moments to let you know how phenomenal
your support team is. I have worked in the IT industry for over 10 years and have never
encountered such a professional support format. They should be the model for all
IT organizations."
Ryan S., Senior Specialist, Information Technology Support, Texas
Hospital Association
"One of the best things about EMS is the support provided.
It is very nice to have such quick response to any of the problems we encounter.
Thank you!"
Carol K., Calendar and Wedding Coordinator, First Baptist
Church of Houston
"In the past two years, I have implemented two software
applications in other areas of my business. It was then that I realized how superior
the Dean Evans team are with respect to responsiveness, support and
expertise."
Heather S., Manager of Hospitality Service, Leading Canadian
Law Firm
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New Versions of Software
Maintaining your ASA each year ensures that you always have access to the latest
version of your EMS software.** And when we enhance your EMS product, we
make it available to you quickly and efficiently via download from the
Support Center. (See below.)
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Support Center
The Support Center gives users with a current
ASA access to a whole host of resources. Facing an issue that has been resolved in the latest
EMS scheduling software release? Download the new version and all the accompanying documentation
and installation instructions any time it's convenient for you. Need to consult the online
Knowledge Base to answer questions about your Master Calendar system? It's just a few
clicks away.
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Free, On-Demand Training Videos
Users of all EMS room scheduling products can download free training videos from the Support Center. (Note: In addition, more individualized, paid
training options are available to all customers.)
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Knowledge Base
The Knowledge Base is an extensive collection of commonly-asked questions and their resolutions
that we have compiled for easy access. From out-of-date prerequisite software to
misunderstandings about system functionality to general trouble-shooting tricks... if it's an
issue that is frequently raised, it's likely to be covered in the Knowledge Base.
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Product feedback process
For more than 25 years, our customers have been the driving force behind our product development
efforts. Who better to comment on how the software should be enhanced than the people who use it
every day? In the Support Center is a form you can use to provide product feedback and
suggestions for future enhancements. Data from the form is automatically recorded in a database
that is consulted as we make plans for a new release.
"We have worked/partnered with EMS for many years.
I feel as if we work together to improve the system, for our users and
administration."
David K., Vice President of Conference Centers, Fortune 100
Financial Services Company
"DEA is very in-tune with their customers. They listen to their
needs, ideas and suggestions, and are dedicated to, and focused on, improving the system
based on the suggestions they get."
Jakelle C., Director, The Alumni Center, North
Dakota State University
"We have made several suggestions for improving the program
and have been pleasantly surprised to see them implemented in updates."
John H., Associate Administrator, First Baptist Church of Carrollton
* The Customer Support team is available to assist you with technical matters
and brief "how to" questions. To arrange for software training, please
contact our Professional Services team directly
at consulting@dea.com.
** It is important to renew your ASA every year, as a lapse in ASA requires
payment of back fees or purchase of new software to resume coverage.
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