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Effective date: March 2026
Last updated: March 2026
The Experian Data Quality (EDQ) Global Client Technical Support Policy (this “Policy”) should be read in conjunction with the relevant Experian Standard Terms and Conditions entered into between Experian and your organization. This Policy provides current guidance for Client interaction with EDQ Client Technical Support. This Policy describes the duties and responsibilities of both EDQ and the Client.
Special terms specified in the Client’s current governing Agreement supersede any conflicting terms and conditions in this support policy.
Any capitalized terms in this Policy are to be defined as set forth in the Agreement between EDQ and the Client, except where explicitly defined below:
| Term | Definition |
|---|---|
| Policy | The EDQ Global Client Technical Support Policy, i.e. this document. |
| EDQ Client Technical Support or Support | Technical Support offered in relation to the Licensed Materials as set out in this Policy and further detailed in Section 3. |
| Custom Products and/or Integration Services | Custom products or services created by EDQ on Client’s behalf, and not covered by this Policy. |
| Initial Acknowledgement Time | The targeted time frame in which EDQ will aim to respond to Client’s initial request for Client Technical Support, and, where a specific response time window has not been specified, the time interval within which EDQ will communicate regarding the request. |
| Professional Services | Paid consulting services to assist in integration and customization of EDQ solutions. |
| 1st Line Support | Initial point of contact for troubleshooting technical issues and questions. 1st Line Support is available 24/7. |
| The Experian Standard Terms and Conditions | The applicable standard terms and conditions agreed at the point of sale of the Licensed/Experian Materials. |
| Licensed Materials | All elements of the Service owned by EDQ that are required to provide the Service to the Client. This includes the EDQ Network (e.g., Routers, Switches, and Firewalls) and the Service itself. |
| Agreement | Any contractual terms in place between EDQ and the Client, including incorporated schedules or amendments thereto. |
| Licensed Data | Data provided by EDQ that are required to provide the Service to the Clients. |
During the term outlined in the Client’s ordering documents, access to EDQ Client Technical Support will be provided in accordance with the Experian Standard Terms and Conditions and the relevant Agreements, for the License term outlined within their Order Form or Agreement, based on the following criteria:
EDQ may elect not to provide access to EDQ Client Technical Support for Clients that do not meet the above criteria. All Clients provided access to EDQ Client Technical Support will receive support during the operating hours outlined in this Policy, unless otherwise specified in their current governing Agreement.
Client Technical Support assists Clients with issues and questions related to Licensed Materials, Licensed Data, and/or Professional Services. EDQ shall make reasonable commercial efforts to provide Clients with Technical Support services consisting of general product and technical assistance for all supported EDQ software releases, relating to the following activities:
Technical Support shall expressly exclude:
The ability of EDQ to respond quickly and effectively to cases depends on the Client fulfilling the responsibilities and requirements set forth in this Policy. Clients should use commercially reasonable efforts to ensure the following:
EDQ offers several self-service online support resources such as community forums, user documentation sites, knowledge bases, and service status pages. Clients are encouraged to take advantage of these resources to research issues on their product prior to logging a case.
Online support resources are available 24 hours a day, 7 days a week and may be accessed using most web browsers. Some resources require an active user account.
| Resource | Description |
|---|---|
| User Documentation Site | EDQ’s documentation site offers comprehensive information about EDQ products, including API reference documentation, application user guides, and sample code. |
| MyExperian Community | EDQ’s online community site, which includes the ability to log Support cases, access the Knowledge Base for FAQs, troubleshooting guides, and how-to articles. Available in UKI and NA regions only. |
| Self Service Portal | EDQ’s Self-Service Portal allows Clients to manage Experian accounts including products, services, licenses, tokens, and users. Usage reporting, credit balance monitoring and notification functionality are also available. |
| Status Page | View and subscribe to hosted service status information, including incidents and planned maintenance for EDQ services. |
| Aperture Data Studio Community | EDQ’s collaborative Data Quality Platform community, which enables Clients to learn, interact, and solve problems with like-minded data quality enthusiasts. |
First-line EDQ Technical Support is available 24 hours a day, 7 days a week. Complex issues may require escalation to other teams. In this event, availability may be reduced to the business hours of relevant groups.
When a Client has an issue they cannot solve on their own or by using any of the self-service resources provided, the Client may contact EDQ Technical Support through any of the following methods to log a case for their issue:
| USA & Canada | United Kingdom | Australia & New Zealand |
|---|---|---|
| Call: +1 (888) 712-3332 Email: edq.support@experian.com Submit a ticket: MyExperian Community (Contact support via phone or email if you need a login) |
Call: +44 0207 498 7788 Email: edq.support@experian.com Submit a ticket: MyExperian Community (Contact support via phone or email if you need a login) |
Call: +61 (0) 2 8907 7272 Email: edq.support@experian.com |
All Technical Support provided by EDQ is delivered in English.
Before logging a case with EDQ Technical Support, the Client should follow the steps below:
To log a case, the Client may contact EDQ Technical Support via email or telephone, or by logging in and submitting it via the MyExperian Community (UK and NA only). Upon logging a case, the Client receives a case identification number for future reference. When logging a case, the Client is required to provide the following information:
In addition, the following information may also be requested to troubleshoot or resolve the case:
By providing the information specified in this section, the client consents to EDQ’s use of such information in connection with resolving the Technical Support case.
For each case reported by the Client in accordance with these procedures, EDQ shall:
Cases will be initially prioritized by EDQ based on the following guidelines. The case priority may change over time as more information becomes available or workarounds are provided. EDQ will make every reasonable effort to ensure submitted cases are assigned the proper level of priority.
The Priority Levels are defined as follows:
| Severity | Description | Initial Acknowledgement Times |
|---|---|---|
| Priority 1 (P1)* | The Client’s production system is significantly impaired with core EDQ functionality essentially unavailable. Client’s day-to-day use of the EDQ software is severely impacted. There is no available workaround. | < 1 hour |
| Priority 2 (P2) | The Client’s production system is able to run core processes, but other EDQ functionality is significantly impaired. The Client’s ability to carry out day-to-day use of the EDQ software is severely impacted. There is no reasonably acceptable workaround. | < 2 hours |
| Priority 3 (P3) | An area of core EDQ functionality is generating errors but this is not preventing the Client from performing day-to-day use of the EDQ software. A workaround may be available. | < 4 hours |
| Priority 4 (P4) | Any EDQ issue experienced in a non-production environment, or in a production environment that is not impacting the function of the software to any material extent. A workaround may or may not be available. Examples include cosmetic defects on screens, errors in documentation, or enhancement requests. | < 1 business day |
Submitted cases will be responded to in the order in which they are received, with consideration given for higher Priority Levels. The Initial Acknowledgement Time is the time it takes for EDQ to make initial contact with the individual who submitted the case. Initial Acknowledgement Times are not a resolution goal and should not be interpreted as a guarantee of service. Resolution times vary based on the complexity and severity of the issue. Target hosted service resolution times are defined in the Hosted SLA policy. Initial acknowledgement from EDQ includes, but is not limited to:
** EDQ requires that all P1 cases be submitted via the applicable toll-free phone numbers listed above.
Unless otherwise specified in the Client’s current governing Agreement, EDQ limits the availability of Technical Support solely to the current and immediately preceding releases of Licensed Materials.
In addition, as EDQ continuously enhances and improves its product offerings, it may become necessary to declare a particular release or configuration (e.g., a particular operating system release) at the “End of Service Life” stage for the purpose of support. When this occurs, EDQ reserves the right to discontinue support for that product release or configuration.
End of life notices are defined in the End of Service Life Policy.
EDQ may, at its sole discretion, continue to provide Support for product releases or configurations beyond their established End of Service Life date. Should EDQ provide support for such releases or configurations, Clients who wish to obtain support for the end-of-life product release or configuration may be subject to additional fees and Agreement amendments.
This Policy is the property of EDQ and may not be reproduced or distributed without the express consent of EDQ. EDQ reserves the right to change and/or update this policy, either in part or in its entirety, at its sole discretion. The latest version of the Policy is available on the User Documentation website.
Standard Terms & Conditions Policies
End of Service Life Policy
SaaS Services SLA Policy
Hosted Service SLA Policy
SaaS Fair Usage Policy
