| We ask that all clients
observe the following guidelines when requesting
technical support:
In addition to our extensive online documentation,
all Elluscient clients have the option of receiving
a free initial 45-minute telephone walk-through
of the H-Sphere system to help you set it up properly.
Beyond that, the preferred method of support is
our support ticketing system. Our expert technicians
answer support tickets 24x7x365 days per year
and we strive for a very fast response time.
All support requests should be submitted first
via our support ticketing system. Use of the ticketing
system ensures that all support requests and questions
are answered promptly and accurately. All requests
and replies are archived in your Support Center
for future reference. Please submit a support
ticket and give the support reps an opportunity
to respond before calling for phone support.
All support requests are handled in the order
they come in as ticket numbers. Elluscient's Technology
Solutions' Management reviews all open tickets
on a daily basis to make sure all requests are
responded to and resolved in a timely manner.
If you ever need to escalate a support request,
please call and ask to speak to an Account Manager
or email support@elluscient.com.
You may call at any time to check on the status
of a ticket, but please have your ticket number
ready when you call. If necessary, you may request
to speak to a technician or account manager if
appropriate.
Technical consulting beyond basic H-Sphere and
server support issues is available for $60 per
hour.
Thank you for observing the above guidelines.
These procedures are designed to help us ensure
support requests are answered in the most timely
and efficient manner and also to guarantee that
no issues fall through the cracks.
-The Elluscient Technology Support Team
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