services
Support
ebiexperts Support ensures the success of your investment in our technology. We provide support to our worldwide customers and partners through commitment to customer satisfaction and dedication to personalized support.
From calls to e-mails to Web site access, ebiexperts support programs give you the options you want, the resolutions you need, and confidence in optimizing your solutions.
Support login
Access to Ebiexperts support website
TECHNICAL SUPPORT LEVELS AND FEATURES
ebiexperts offers three levels of Technical Support to Customers, including Bronze, Silver, and Gold.
Bronze Support
Bronze Support provides:
- Live support during standard business hours: Support Liaisons have access to Technical Support Engineers during normal business hours as specified for their region on the Contact us page.
- Technical Support Site: Support Liaisons have access to the Technical Support Site (Online Support Interface, Knowledge Base, and Download Site) 24 hours a day, seven days a week, including holidays.
- Multiple contact methods: Support Liaisons can contact Technical Support via phone, email, fax, and the Online Support Interface.
Silver Support
Silver Support offers all the benefits of Bronze Support, plus:
- Prioritized bug requests: Customer defect requests are prioritized ahead of Bronze customers, allowing for more timely resolution and less project impact.
Gold Support
Gold Support offers all the benefits of Bronze Support and Silver Support, plus:
- Dedicated Support Engineer: Support Liaisons communicate directly with a Dedicated Support Engineer, an ebiexperts expert who becomes a remote member of the Customer's project team and serves as the point of contact for all cases.
- Customer application maintained in-house: ebiexperts hosts a copy of the Customer application in-house for use by the Dedicated Support Engineer. This speeds resolution times and minimizes customer effort during the case resolution process.
- Scheduled conference calls: The Dedicated Support Engineer holds quarterly conference calls with the Customer to review status and priorities of all open Technical Support cases.
- Monthly status reports: ebiexperts delivers an electronic status report highlighting issue activity over the prior month.
COMPARISON OF OFFERINGS
The following table summarizes all services available with each Technical Support offering:
| Services | Gold | Silver | Bronze |
|---|---|---|---|
| Dedicated Support Engineer | X | ||
| Prioritized Enhancement Requests | X | ||
| Customer Application Maintained In-house | X | ||
| Notification of Priority Issues | X | ||
| Quarterly Status Onsite Meeting | X | ||
| Weekly Status Reports | X | ||
| Prioritized Bug Requests | X | X | |
| Scheduled Conference Calls | X | ||
| Premium Manager | X | ||
| Unlimited 24 x 7 Knowledge Base Support | X | X | X |
| Support Liaisons | 4 | 3 | 2 |
| Multi-channel Contact (phone, email, Web) | X | X | X |
| Software Downloads and Updates | X | X | X |
Support Contact Page:
Customers who have a current maintenance contract or who are in their evaluation period have access to Technical Support and our online resources as outlined in the Technical Support Policies and Procedures.
We encourage all customers to access the ebiexperts knowledge base as a first step to resolve their issue.
If further assistance is needed, then each customer's Support Liaison may contact Technical Support to log a case using the Support Site, email, and telephone or fax information listed for their locale.
Detailed contact information:
- Email: support@ebiexperts.com
- Phone: +33 (0)4 37 49 69 58
- Web: www.ebiexperts.com
- Hours: Monday to Friday from 9am to 6pm GMT +1
ADDRESS
ebiexperts
rue de l'athenée 40
1260 Geneva
Switzerland
Tel : +33 (0)4 37 49 69 58
Fax : +33 (0)4 37 49 69 59
support@ebiexperts.com