CUSTOMER SUPPORT FAQs

General

What types of documents does Data Tree provide?
There are over 400 document types nationwide. Commonly known as “Daily” Recorded Documents, they can vary from county to county. Typically, the “Daily” Recorded Documents include Deeds, Mortgages, Liens, Assignments, Releases and Maps.

Where can I find geographic coverage information?
Geographic coverage for all our products is available on our website on the Coverage page with links to printable versions. New county additions are announced on DocEdge.com and DataTree for the Desktop through graphical banner alerts after log-in.

What do Start Dates on your geographic coverage refer to?
The start date indicates how far back our coverage goes in that county for that document type. Our database includes all documents recorded since that indicated start date to present.

How often do you update your geographic coverage with new county information?
Updates to our Geographic Coverage are typically made every other Friday.

Does Data Tree only expand on a go-forward basis or do you also get historical data?
Data Tree is consistently expanding county coverage by both adding newly recorded documents and expanding historical coverage. Data Tree processes up to 5 million current and 5 million historical land record images per week. Our database is updated daily to ensure accuracy.

Can Data Tree help me if I need documents outside your geographic coverage?
Yes we can! Data Tree now offers Abstractor Services though our nationwide network of abstractors who will locate and deliver the image you need within 5 working days. To activate the Abstractor Services feature on your account, please contact your account representative or call 800.708.8463 (option 2).

How do I find out the cost of your document images and reports?
Pricing for images and reports may vary based on your usage. Contact our sales department at 800.708.8463 (option 1) to determine the best plan for your needs.

Do you provide technical support after hours?
Yes, technical support is available 24/7. Call 800.708.8463 (option 2).

How does Data Tree get property documents and data?
We scan images procured through county offices and other proprietary sources nationwide. Our high quality scanning equipment has the capability to handle images in paper, microfiche and microfilm formats.

Your geographic coverage indicates you have documents within certain dates, but I am unable to find a document within that range. What should I do?
We have a document discrepancy department that fulfills missing images on request. Contact Customer Support at 800.708.8463 (option 2) to report your missing image.

Is there anything I can do if the image you have online is difficult to read or distorted?
If your image is of poor quality, you can contact Customer Support and we will attempt to get you a better copy.

DocEdge.com

I am a new user and I don't know how to use the DocEdge.com system. Do you offer training?
Of course we do! We offer two types of training for DocEdge.com.
1) Training over the phone
2) Live WebEx training sessions are conducted twice a week: Tuesday's at 9:00 AM (PST) and Wednesday's at 1:00 PM (PST). These sessions are great for large groups or individuals. Sign up now and attend training to receive a $50 credit on your next invoice. Click here for details.

How do I know your geographic coverage and database depth? How do I know if you add new counties?
Our geographic coverage can be viewed by going to the Coverage section of the site. When new counties are added to the database, you will see banner graphic announcement in the Subject Search section of the DocEdge.com website.

How do I report a document discrepancy?
Document discrepancies can be reported to our Customer Support department at 800.708.8463 (option 2).

I requested a document but when I go to view it I get a blank white screen.
Make sure you have the Active X viewer installed on your PC. If you have any problems installing, please contact Customer Support at 800.708.8463 (option 2).

What are DocEdge.com's technical requirements?
DocEdge.com requires that you have:
1) Internet Explorer version 5.0 or greater
2) Popup blockers disabled
3) Active X for DocEdge.com document viewer

How long are my documents stored on the DocEdge.com website?
Documents and Reports are stored on the DocEdge.com website for 24 hours. Previous orders can be viewed from the "My Account" screen under "Access Recent Orders". We suggest that you save documents and reports to your PC once your order is completed.

DTD

What is "Scan on Demand"?
"Scan on Demand" or "SOD" is a document fulfillment system for images that are not available in our online database. A request for a document that is not in our online database is sent to our facility where we will attempt to locate the requested document in our physical media inventory. If the document is available in our inventory we will manually scan the image and deliver it to you via the DataTree for the Desktop system. The process can take up to 24 hours.

How do I report a document discrepancy?
By enabling the "ediscrepany" feature in your client settings you can send discrepancies to our Customer Support Department. For assistance with setup and training please contact Customer Support at 800.708.8463 (option 2).

I forgot my user name and/or password. How can I get it?
Your account administrator can look up your user name and password for DataTree for the Desktop. If you are not sure who your administrator is, contact Customer Support at 800.708.8463 (option 2).

I am installing DataTree for the Desktop for the first time and I don't know my "key code" information and/or "Server Address".
If you don't have your key code information or account number you should contact your IT department or the administrator of your account. The Data Tree server address is dtd.datatree.com. If you have any problems, contact Customer Support at 800.708.8463 (option 2).

I am a new user and I don't know how to use the DataTree for the Desktop system. Do you offer training?
Yes we do! The Customer Support department can give you training any time during our business hours: M-F 6:00 AM (PST) to 5:00 PM (PST).

How current is your image database?
Each county varies. DataTree processes all incoming media within 24 hours of receipt. The range information for each count can be found by selecting the state and county in your "order entry" dialog window.