QUMAS Support Overview

Whether you're an end-user requiring quick problem resolution, or an IT professional looking for rapid engineer-to-engineer access, QUMAS provides the support expertise you need, when you need it.

We retain a team of highly trained Support Specialists with a wealth of experience in QUMAS solutions and technologies. Aided by a state-of-the-art case logging and tracking system, our Support Specialists can access a comprehensive solutions database in order to resolve technical support issues within impressive resolution time targets.

QUMAS Support includes the following benefits:

  • Online, password-protected support portal for customers with active maintenance agreements
  • Telephone support during extended local business hours:
    - Monday through Friday, 3:00 am - 8:00 pm EST (US)
    - Monday through Friday from 8:00 am - 1:00 am GMT (Europe)
  • Unlimited technical support incidents
  • Online knowledge base and case submissions history
  • Online technical bulletins and application notes
  • Four hour response time for critical issues during extended local business hours
  • Technical assistance from experienced support engineers
  • Support for all QUMAS applications and integrated third party applications
  • Release Manager email notifications of patch and minor releases for automatic download on a 24 x 7 basis.

We are constantly looking for ways to improve QUMAS support and appreciate your ongoing feedback. e-mail BIOVIA.IE.Support@3ds.com