Gylling Data Management, Inc.
Providing Research Software Solution Since 1982!

Support

GDM is proud of its customer support, and has been complimented many times by customers for excellent software support. We fully support the current release version of our software, and provide limited support for one previous version (see Supported Products Policy). We frequently help customers with questions on statistics, and hardware problems unrelated to our products.
 
GDM strives to provide great support for clients using our software. Many software updates result from clients who share what they wish our software would do, and what new features would be nice to include. We also improve documentation and error handling based on support calls from researchers using our software.
 
Free technical support is available for registered users of GDM products.1  Several options are available for support:
 

  ARM:

From the Help menu in ARM:
  • select Contents to access all of ARM's help documentation
  • select References (PDF) to access reference documents, like Quick Reference guide
  • select Request ARM Support to email GDM support staff

  Website:

 
For help installing/updating ARM, see Issues Running Check For Updates FAQ
 

  Email:

 
 

  Fax:

 
(+1) 605-693-4180
 

  Telephone:

 
(+1) 605-692-4021
 
 
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 12 to November 5)
 
1  GDM provides free support for installations that meet all requirements described below:
  1. The ARM version installed on your computer is your newest purchased ARM version;
  2. The most recent released ARM maintenance update for that version is installed;
  3. Is a GDM supported program version;
  4. Was installed and is currently updated using Check For Updates
    (not an unknown installation from another website, CD/DVD, or company);
    Update checks must occur at least every 2 weeks to keep ARM working;
  5. Is installed on a stand-alone Windows PC
    (not running from a server-hosted Windows and ARM install, sometimes called a "thin client");
  6. The PC is running on current service pack of a supported Windows version (see http://support.microsoft.com/gp/lifeselect
    to fully support all ARM features, a Microsoft-supported version of Word, Excel, and Outlook should also be installed);
  7. The Windows version was either pre-installed on a purchased PC, or installed from an official Windows download or installation DVD/CD;
  8. The program is run from a Windows user account with all required user rights and permissions (pdf) for ARM to run properly;
  9. The Windows user account has permission to run the ARM Support Viewer
    (see Using ARM Support Viewer (pdf) for more information).
  10. Internet access - license validations must occur at least every 3 weeks to keep ARM working.
 
Note: GDM charges $150/hour for support on any system that does not meet all conditions listed above. (Minimum time is 1 hour.)
 

 
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.
 

 

When submitting a question...

In order to help us answer your question, please include the following information:
  1. Your full name, country, and email address.
  2. Name and serial number of the licensed software user, and the program version number.
    Click on the Help menu, then "About ARM" or "About 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.
             
  1. 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 (exe) 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 includes 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 (pdf) for more information.
     
  • GDM Meeting Viewer:  The GDM Meeting Viewer (exe) 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.