Starting on April 3, 2012, Sawtooth Software will extend its hours of sales and technical support to 7AM to 7:30PM Eastern Time (12:00 GMT to 0:30GMT). This gives our European customers 2.5 additional hours of technical support during their business day. Europe makes up 1/3 of our customer base, and the East Coast of the US has the largest concentration of our users in the world. Starting our support 2.5 hours earlier than before makes a lot of sense, as we strive to make our technical support even better. This decision was made in consultation with our European support partner, SKIM.
(Customers in Europe can purchase software either directly from us or through our European Sales Representative, SKIM, in the Netherlands. If purchasing from SKIM, all technical support comes directly from their offices. So, customers choosing SKIM also make the choice to receive all front-line technical support from their offices rather than from our offices in the US.)
Please also take note that our online Forum (User Forum) is letting customers receive help from other Forum users 24/7. Questions about survey programming within CiW, MaxDiff, and also conjoint analysis are being asked and answered continuously on the Forum. There are two users who deserve special mention for their expert and prolific service on the Forum: Bahadir Ozkurt (of Turkey) and Paul Moon (of Australia). Thank you!
Since this article was originally published, the support hours have changed.