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Support for On-Premise Customers
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How to get access ?
If you are an on-premise eTouch SamePage customer, you will see a dedicated project with your company name in the Projects Page when you login into the support site. This dedicated project is jointly administered by one representative nominated as the SamePage Support Admin by your company and eTouch SamePage Support/Professional Services Team.
If you think you should have access to this dedicated project but do not see it in your Dashboard after logging in, please contact the SamePage Support Admin within your company or send an email to samepage-support@etouch.net with a request to add your username to the project.
What will it enable you to do ?
As a part of this support, eTouch ensures that you have a secure, dedicated project for all eTouch SamePage support-related issues allowing constant and streamlined communication between the eTouch SamePage administrators/users of your company and the eTouch SamePage Support/PS Team.
This project will enable you to do the following:
- Create Support tickets for issues in your enterprise installation of eTouch SamePage and track these tickets to completion.
- Download custom patches or integration code provided for your enterprise installation of eTouch SamePage by the eTouch SamePage Support/PS Team.
- Download custom plugins developed for your company by the eTouch SamePage Support/PS Team.
- Download custom themes created for your company by the eTouch SamePage Support/PS Team.
- Upload Requirements Document or feature requests outlining future custom enhancements required for your eTouch SamePage installation.
- Discuss implementation issues with eTouch SamePage Support/PS Team.
Phone Support for Premium Support Customers
Customers who have purchased Premium Support can also report critical issues through the phone. The support helpdesk would respond within 4 hours.
The Customer needs to call our support line at 1-510-795-4800 Option 2 (SamePage Technical Support) and leave a detailed message along with the callback number. A support representative will call back within the prescribed response time of 4 hours and resolve the issue either on the phone or via a remote web session.
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