Service Request

DecisionPoint offers multiple flexible options to fit your support needs. Contact us for more information on signing up for one of our support offerings.

To initiate a new support case you can:

Use DecisionPoint's self-service portal.  Login using the ID and password sent to you and click "Log a Case".  Here you can also check the status of your existing cases and search our knowledge base for solutions too.

You can also send an email to support@decisionpt.com. This will automatically create a case for you.

For existing hardware support customers:

Click Hardware Service Request

DecisionPoint’s standard support hours are 9a to 8p Eastern Time.

Our standard response time for support requests is 8 business hours, but we often respond sooner.

Technical Support

Help is only a phone call away. DecisionPoint prides itself in not only providing quality software and services, but in giving its customers reason to feel secure. Subscribers to DecisionPoint's Technical Support Agreement will enjoy one-on-one troubleshooting over the phone with a trained technician. Any software, hardware, or networking issue will be diagnosed and fixed as quickly as possible. All calls are logged and tracked to maintain your support history.
Technical Support is provided in blocks of 40 prepaid hours to be used over a one year period. Should you require Technical Support without a prepaid agreement, a per incident fee of $250 will apply.
Technical Support does not include onsite support, application development, or consulting services.

Software Maintenance

DecisionPoint stands behind all their software products by continuously improving their capabilities and ease of use. DecisionPoint Software Maintenance is an annual agreement that offers product upgrades and patches as added insurance that you always have the best possible technology available. Software Maintenance is available for all of our software products. Decisionpoint Software Maintenance Agreements must be renewed annually to receive product upgrades and patches. If there's a lapse in the Maintenance Agreement, the software must be re-purchased to receive the current release.

Manufacturer Maintenance

Manufacturer Maintenance Agreements from the manufacturer are also available from DecisionPoint. These agreements are specific to hardware and software products purchased through DecisionPoint, and are typically sold in 1-3 year terms. They provide numerous benefits to your company, as they protect you from defects due to normal wear and tear - with some vendors even offering abuse coverage. The manufacturer's maintenance program also enables you to budget for service and support without many of the individual time and materials charges necessary when units are not covered under a contract. In addition, turnaround repair time is usually faster when you subscribe to a maintenance agreement. An agreement of this kind may also be purchased in conjunction with DecisionPoint Depot Services.