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We're Here When You Need Us

We understand that the key to customer satisfaction is service. Service before and after the sale, which is why we offer a wide array of customer support options.

Support Options

Standard Support

With a standard support contract the Dawning support staff will be available to work with you during our business hours of 8 AM to 5:30 PM Eastern Time.

Contact sales@dawning.com for more details about support options

24/7 Extended Support

It's three in the morning, a critical instrument and your information system have decided they are no longer on speaking terms. The communication link between the system and the instrument has failed. Test orders are piling up and your ability to efficiently run your lab is jeopardized.

Dawning Technologies, Inc. Wiki

The Dawning Wiki contains a wealth of information about all of our products. This includes

user manuals
troubleshooting guides
rules library

To request an account go to wiki.dawning.com and click “log in” in the upper right corner.

Contact Us

Dawning Technologies, Inc. HelpDesk

The dawning helpdesk is the primary method of requesting support. It can be accessed at https://helpdesk.dawning.com. Anyone can register by filling out a simple form. Once you are logged in you can create a ticket and it will be assigned to the next available Support Technician.

Phone

Of course you can always call us directly. Please have all product information such as solution you are referencing, version numbers, name of interpreter program, and operating system on hand to insure a swift resolution to your issue.

Main: 239-931-6004

Toll-Free (from the US and Canada): 1-800-332-0499

Frequently Asked Questions:

Why should I sign up?

If you manage or support a large-scale multi-instrument laboratory and cannot afford any downtime, this program is for you.

How do I signup?

Simply contact our sales department at 800-332-0499 or sales@dawning.com. Our team will be able to answer any additional questions or concerns you have, and get the process started for you.

How do I contact Dawning customer support after-hours?

Like our current support process, simply call 800-332-0499. Our representative will verify that you are an authorized 24 x 7 Extended Support user and take information such as your name, title, and company, what the problem is and any details you can offer.

How will Dawning access my interface systems?

It is highly recommended that Dawning have some sort of remote access capabilities in order to perform effective diagnostic troubleshooting. Additionally, being able to review transmission logs aids in our ability to identify issues. If a VPN connection is unavailable, the representative can walk you through joining a web meeting on the PC running our software.

Will my agreement renew automatically?

No, your contract will not renew automatically. A few months before the contract end date, you will receive a renewal notice indicating the terms of the new contract, and a due date to send in your documentation so that your service will not be interrupted.

Remote Access

In order to provide expedited support of your problem, Dawning support representatives require remote access privileges to interface systems. This remote access allows Dawning support professionals to quickly and accurately diagnose your situation so it can be rectified promptly, without disrupting your normal activities.

Why remote access?

Having remote access can be the difference between a problem being solved in a matter of minutes compared to a matter of hours or days. For example, if you need to add a handful of test codes to an existing interface, allowing a Dawning technician to connect, modify the appropriate interface routines, save the changes, and restart the devices, will be much quicker than if a lab technician needs to be walked through all the steps via telephone or email instructions.

With advances in technology, trouble-shooting more often becomes more difficult. Our technicians can get the job done faster, simpler, and with less downtime when allowed to connect and attack the problem directly.

VPN Connection

With a VPN account Dawning support staff can gain remote access without any assistance from someone on site. This will require approval from your IT department.

VNC

A small VNC application is available from the support menu on the dawning website. This will not install any software. When you run the application a list of support reps will display and you can choose which one to connect to.

WebEx™

If no other method is available, the support rep will start a WebEx meeting and guide you through joining it. You will then be able to share access to your system.