Customer Support and Maintenance
Customer Support
Our helpdesk technicians are available around the clock, 24 hours, seven days a week, by phone, email, fax, web chat, or web-initiated callback. All customers are treated according to the high standards established by our service-level agreements.
| Service-level agreement highlights | ||
| All Echopass customers | ||
| Number of Cases | Unlimited | |
| 24x7 Toll Free Access | Yes | |
| 24/7 Web Access | Yes | |
| Live Web Chat | Yes | |
| Online Knowledgebase | Yes | |
| Periodic Health Check | Yes | |
| Access to beta software releases | Yes | |
Maintenance
As an application and service integration provider, Echopass provides ongoing maintenance and software upgrades across a large set of systems and applications. Our entire installed base shares the same technical infrastructure and is always current with our latest tested release.
Because our solutions are hosted, we take ownership and responsibility for maintenance, upgrades of software applications through our network administrator and engineers, removing the complexity and headache of day-to-day call and contact center operations from our customers. Hardware maintenance for the network router and IP phones installed on the customer premise is performed remotely. Communication about a new maintenance release or new product features is ongoing and proactive: customers are always given a minimum three days notice.
