Technical Support

Dynamic Design has a 3 tiered technical support structure with automated escalation processes to ensure your technical questions or issues are responded to as quickly as possible.

Tier 1 - First Line of Support
Our first line of support includes our telephone support staff that can answer frequently asked questions and create support requests.

Tier 2 - Technical Consultants
Our technical consultants understand our solutions better than anyone and have access to online remote access facilities such as Webex to help understand and work through your request on screen.

Tier 3 - Development
Should your request involve specialized development or an application bug our development team are poised to develop a solution into the next software update or maintenance release.

When you first sign up as a customer we will send a support structure identifying the local and international contacts involved with delivering support in your region. We ensure that every customer region has access to a local Dynamic Design office or Qualified Professional Partner who can offer Tier 1 and 2 Support. Along with the contact will be a link to the Online Support Portal including your Username and Password.


How to contact support

Need access to support?

We have 3 methods for accessing support resources.

Telephone - Each region has access to a local Dynamic Design office or Qualified Professional Partner who will offer over the phone support to our products. If you are unsure of your local resource you can find a list of them under Contacts.

Email - Each region also monitors a region based email address for support requests

EMEA: emeasupport@dynamic-design.com
APAC: apacsupport@dynamic-design.com
AMERICA: amersupport@dynamic-design.com

Online Portal - The online portal is an easy way for lodging or managing support requests


Software Maintenance

ConnectMaster is ever evolving with new features

As part of our software life cycle process we are always producing new features and functions for our existing modules. ConnectMaster comes with an update tool which allows users to quickly and easily update the solution to the latest release ensuring data and models are kept intact during the update.

We aim to have at least one major releases a year bringing a variety of new features and modules to the solution.

As part of our maintenance regime we provide access to:
- Technical support and the online portal
- Updates, hotfixes, and major releases
- Professional services staff