Analysis and support

Every system of Darwin Suite has a Help Centre, available from the menu, and it is the best place to start. It offers four kinds of help. FAQs answer the most common questions; you can search them by word, and the "Most frequently asked" list is ordered by how often each answer is opened by users. Tutorials are short videos, typically between one and a half and three minutes long, organised by category, that show a task from start to finish. Contact support lets you write to the support team, with an attachment if a screenshot or file helps explain the problem. Support Tickets lists the requests you have opened and lets you follow their progress. Help is also built into the screens themselves: in Darwin Ignite, each heading on the Dashboard has a question mark that opens a plain-language explanation of what the figure means and what it does not mean. Where it is available, the quick chat in the header includes ARIA, the AI assistant, alongside Team Chat for messages to your colleagues and System Notifications. For questions about your account's configuration or permissions, your account's Admin is often the quickest answer, and in Darwin Lightbox questions about the content of a case are best addressed to your service provider.

To open a ticket, go to the Help Centre and choose Contact support. Fill in your name, your email address, a subject and a message describing the problem, and attach a file of up to 20 MB if it helps, such as a screenshot of the error or the document involved. A clear subject, the screen you were on, what you did and what you expected make the answer quicker. Once sent, your request is registered and the support team will get back to you within 24 hours. You can follow it in Support Tickets, also in the Help Centre, where each ticket shows its System, Account, User, Subject, Assigned To, Type, Level and Status, so you can see who is dealing with it, how it has been classified and where it stands. When the team needs more information from you, answering promptly keeps the ticket moving. Response times in the support indicators are counted in working hours, from 09:00 to 18:00 GMT, Monday to Friday, and the time a ticket spends waiting for the client's reply is excluded, so the measure reflects the time Techframe actually takes. If your organisation has a service level agreement with Techframe, the response terms of that contract apply.

Training for Darwin Suite is offered in several forms, so you can choose what suits you and your team. The quickest is the Tutorials section of each system's Help Centre: short videos, usually between one and a half and three minutes, organised by category. They cover both technical topics, such as signing in for the first time, navigating, consulting the portfolio, entities and contacts, synchronisation, annotations, list views and layouts, reports and troubleshooting, and business topics, such as visibility of the portfolio, using a system as a companion to existing ones, sharing information across teams, client and internal reviews, and access and security. Beyond the videos, Techframe provides webinars and workshops, as well as self-paced courses that you follow at your own rhythm and blended courses that combine self-study with sessions led by a trainer. These are brought together in the Darwin Suite Learning Hub. Training can be particularly useful when a team starts using a new system, when a firm moves its work from Darwin 5.1 to Darwin Ignite, or when new colleagues join an account. To arrange a webinar, workshop or course for your organisation, or to ask about tailored sessions, contact the Techframe team through Contact support or the sales contacts.

For technical questions and problems, please start in the Help Centre with Contact support or Support Tickets, as your request is then recorded and can be followed. For everything else, you can reach Techframe – Sistemas de Informação, SA directly. The headquarters and support centre is at Rua José Dias Simão 220, 2200-062 Abrantes, Portugal, telephone +351 241 330 330. The Lisbon area office is at Rua Almeida Garrett 83 A, Buzano, 2785-338 São Domingos de Rana, Portugal, telephone +351 214 584 160. The Madrid office is at C/ Fuente del Berro 20, 1º B, 28009 Madrid, Spain, telephone +34 917 702 231. General enquiries can be sent to info@techframe.pt and marketing matters to marketing@techframe.pt. For plans, prices and commercial proposals, speak to the sales team: Pedro Lima looks after the Portuguese-speaking markets and Franck Monteiro looks after Brazil and Latin America, both from Monday to Friday, 09:00 to 13:00 and 14:00 to 18:00, Portugal time. Questions about personal data and the GDPR should go to dataprotectionoffice@techframe.pt with the subject "GDPR consultation". More information about the suite is available at www.darwinsuite.com.