Services
e7software Technical Support Services

At e7software, we make a world-class commitment to the success of our customers as they work with our technology.

Given that our customers are not all the same and your circumstances may vary as well, we have worked to create a suite of options that allows you to choose the level of service that best fits your needs.

Regardless of your choice, our technical staff and consultants will always follow a documented procedure and are supported by an on-line tracking system that ensures you receive the best support possible.

Levels of Support

e7software offers three levels of contract support. Incident-based support is available to all customers. Each of these levels of support is described below.

Platinum Support Package

This is our highest level of support and offers you the most immediate service. Platinum customers can, at their option, call us directly during business hours and someone will be assigned to their case right away, to begin work as soon as reasonably possible (always within 1 day). Electronic submissions are assigned within a day of receipt.

Pre-paid incident-based

Pre-paid, incident-based support is also available to contract customers. In most cases, we will assign an engineer within 2 days and respond as soon as possible.

Please note: Pre-paid incidents are not an appropriate support mechanism for customers who view our technology as business critical. They do not allow us to offer the responsiveness a critical problem may require.

Case Management and Escalation

Your case is constantly monitored for progress by our on-line tracking system. We will update you with status regularly, but we try to avoid sending you reports that say nothing. If you do not hear from us and become concerned, please feel free to contact us. Our goal is to give you a resolution or a work-around as quickly as humanly possible, and we apologize in advance if we forget to include you in the struggle.

If an open case is not resolved in a timely fashion, the appropriate personnel are automatically alerted by our on-line system. Time-based escalation is a part of our process.

If you are not satisfied with our handling of a critical request, or have other concerns, please speak to our Dispatcher or the Support Group Manager, who can intervene in our process and take the appropriate action.

Product Releases Eligible for Support

Under normal circumstances, we provide Technical Support for problems with the current release and the immediately prior release of our products. This support is given only to properly licensed copies running, unaltered, on appropriate hardware and operating system configurations, as specified in the program's documentation.