Technical Support


Technical support is the service provided by MasterControl to answer questions and provide solutions to problems customers may have with the software.

MasterControl maintains several levels of support, ranging from online self-help to in-person assistance. All these options are put in place to provide greater customer satisfaction.

The Technical Support program includes:

  • Maintenance Support Service — This service provides automatic software upgrades and unlimited technical assistance either through e-mail or via the telephone, from 6 a.m. to 6 p.m. Mountain Time, Monday to Friday.
  • Self-Service Web Portal — You may use this Web portal to resolve common issues by searching the Solutions Knowledge Base; to submit a problem report at any time; to submit enhancement ideas; and to review the status of a problem or enhancement report.
  • IT Training — Customers may purchase additional training for their IT personnel for technical information at MasterControl's headquarters in Salt Lake City or train remotely via Webex. The Tech Support team can provide customized instruction based on customer needs. The topics can range anywhere from database set-up to custom-report generation. Contact your sales representative if you are interested obtaining this option.
  • MasterControl Installation — The Tech Support team performs the initial phase of implementation for all new customers.
  • Custom Support Options — In today's worldwide marketplace, MasterControl understands that local laws, market conditions, and support requirements may vary by location and by industry sector. Therefore, MasterControl offers custom, fee-based support relationships. These custom support relationships may include live technical assistance and engineering patch support. Customers can contact their MasterControl regional account executive for more information.

The MasterControl Customer Website allows you to access a variety of information that will also support you in your use of the software. You'll get immediate access to industry white papers, product technology papers, MasterControl software tips and tricks, release notes and tech support documents.

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MasterControl Product Support Phases

MasterControl products are supported according to the following time-based phases:

  • Mainstream Support
    • Is provided for three years following the product's release date.
    • Provides live technical support via phone or e-mail during MasterControl's stated business hours.
    • MasterControl will provide engineering-level support for critical issues that risk data integrity for products in the mainstream support phase. A series of critical issues may be accumulated in a fix release for products in the mainstream support phase.
    • Customers with active MSA may upgrade to the most recent version of a product at any time with no upgrade fees.
  • Extended Support
    • Is provided for five years following the product's release date.
    • Provides live technical support via phone or e-mail during MasterControl's stated business hours.
    • MasterControl will not provide engineering patches or fix releases for products during the Extended Support phase.
    • Customers with active MSA may upgrade to the most recent version of a product at any time with no upgrade fees.
  • Ongoing Support
    • Is provided for at least seven years following the product's release date.
    • By using MasterControl's self-service Web site to access product-specific information, many customers can quickly resolve their issue without contacting MasterControl directly.
    • MasterControl will not accept requests for support, design changes, or new features during the ongoing support phase.
    • Customers with active MSA may upgrade to the most recent version of a product at any time with no upgrade fees.

MasterControl Fix Releases

Updates and fixes are created to address critical and important issues with released versions of MasterControl software. These issues are combined into a single package called a Fix Release, which is made available for installation. Fix releases are cumulative, meaning each new fix release contains all the fixes that were included with the previous fix releases plus any new fixes. Fix releases are indicated by incrementing the third digit in the version number, such as version 1.0.x, where X represents the number of fix releases provided for version 1.0.

When support for a specific version of a product ends, as defined by the Lifecycle table, support of the fix releases for that product will also end.

This MasterControl Product Support Lifecycle policy has no effect on how long a customer that purchased perpetual licenses can use a product. (Subscription and ASP licenses expire based on the date specified in the customer's contract.)

MasterControl Customer Website

You can also find technical support on the MasterControl Customer Website that provides technical support documents, email support, and product and education information. This password-protected site is updated regularly to provide the latest support information to make using your MasterControl software an easier and more productive experience every day.