Overview

DEDICATED SUPPORT

Every customer is different and may require various levels of support, depending on their internal staff skill set, complexity of the project and time available to work on special projects. We have put together two options to help you decide the level of support you need:

HOURLY SUPPORT

PRODUCT BASED ANNUAL SUPPORT

We’ve made support simpler than ever by creating unlimited product support for our customers. Unlimited support expires one year from the purchase date. This is a great solution for customers who have multiple users on the product and have utilized our team for multiple questions in the past. Please see our shop for current pricing. (Note: Unlimited support cannot be used towards service or training hours and is not included in annual renewal fees)

Support options can be purchased directly from the eOne Shop.

WHAT’S INCLUDED?

SUPPORT PACKAGES INCLUDE:

1. Support via phone, email, and chat.
2. The support desk is open from 8 am – 5 pm CDT (UTC -6:00), Monday through Friday.
3. The support desk is available for general questions like “How do I do…”, “I’m not sure what I have done wrong”, or “why does this error message arise”, etc. The support desk is not available for completion of consulting activities, development projects or general staff training.
4. Each individual issue/support call will be logged into our CRM case management system. All time relating to that issue (either via phone or time spent answering faxes or emails) will be added to the original log. Once the log for any support issue exceeds 60 minutes, eOne will review if this call is of a support or consulting nature. If the call needs to be passed to our development or consulting team for completion as it is not of a support nature, then an estimate will be provided for completion and prepayment of these consulting services is required.
5. eOne does not charge clients for support work where the issues are determined to be a bug within eOne software. Any charges made in this instance will be reversed.

SUPPORT PACKAGES DO NOT INCLUDE:

1. On-site support (billed separately).
2. Time taken to resolve software issues/bugs beyond 60 minutes (unless agreed and approved with the support manager).
3. Dealing with external companies on the client’s behalf – this is considered to be a consulting function and may be chargeable.
4. Support out of business hours (to be arranged on request & charged accordingly).
5. Training services.
6. Support or bugs in external software (such as eConnect, CRM Web Services, Salesforce, SQL Server, etc.).
7. Scripts, customization for the products we develop.
8. Customization and programming of any nature. This includes SQL, Dexterity, .net and any other programming language.
9. Any issue that cannot be answered over the phone, via email, or a quick dial up and requires additional investigation by eOne is considered chargeable.
10. Similarly, if the issue is training related, eOne reserves the right to charge as a training matter.
11. If eOne is receiving multiple calls on the same support issue, we will suggest training at your discounted rate.

FREE OPTIONS

We aim to give all our customers the best possible support experience. We are unable to offer unlimited free support to all of our customers at our current price points and margins. What we do offer as free resources are:

The eOne knowledge base
The eOne sales and support blog
eOne hosted and maintained online community forum
Time to investigate and resolve any bug identified in our software
eOne manuals and documentation