Support

Free technical support is available for current and one previous program version to registered users of GDM products.  Several options are available for support.

• Website: Questions section
• Email:  Write to us link on website or support@gdmdata.com
• Fax:  (+1) 605-693-4180
• Telephone:  (+1) 605-693-4150
  Telephone Support is available Monday-Friday from 8:00 am to 5:00 pm
  Time Zone:  U.S. Central Time=
                         Universal Time (GMT) - 6 hours  (- 5 hours during "summer time" from March 13 to November 6)

Direct Support:  Those purchasing individual licenses of GDM software are encouraged to contact GDM directly with their questions.

Corporate Support:  For customers who purchase multiple licenses of GDM software on discount, we require that our software support be coordinated through one or two designated support people within the company.  When other ARM users in a company have questions, the questions should be directed to these designated support people.  If a support person cannot answer a question, then the support person can contact GDM with the question.

GDM is proud of its customer support, and has been complimented many times by customers for excellent software support. We answer questions on both new and old versions of our software. We frequently help customers with questions on statistics, and hardware problems unrelated to our products.

In order to answer your question, please include the following information:

1. Your full name, email address, and telephone number.

2. Name and serial number of the licensed software user, and the program version number.
   Click on the Help menu, then About ARM or ARM ST to access this information while the program is open.

3. Your company or institution name.

4. A detailed description of the problem, including the exact text of any error messages that occur. If possible, please list all steps that led up to the particular problem.

5. System information for the computer on which the problem occurred, including the computer brand and model, the operating system, and any relevant devices or peripherals that you are using.
   The "System Info" button on About ARM or About ARM ST displays this information on "System Summary".

Screen-Sharing Support: GDM provides two methods of computer screen sharing to provide software support and training. (Both methods are based on the commercial TeamViewer application.)

• ARM Support Viewer: The ARM Support Viewer shares your computer screen so an ARM support person can see the computer screen to help answer questions or solve a problem with GDM software on a PC. Contact your GDM support person, and tell them your ID and Password displayed on the support viewer so they can complete the connection.
  Note: ARM version 8.3.2 and newer include an ARM Support Viewer link on the Help menu. You should only need to use this website link when having problems installing ARM, to display your computer screen during an install.
  See Using the ARM Support Viewer for more information.
• GDM Meeting Viewer: The GDM Meeting Viewer displays the computer screen of a GDM representative who is hosting a training meeting about GDM software. When a GDM representative is hosting a training meeting, the representative will contact you with details on what meeting ID and Password to enter into your meeting viewer.