Support
Services
Every EIS customer is assigned an Account Manager that is their primary point of contact for any service we provide, including support, requests for new service, and engagements. The Account Manager then coordinates efforts with other staff on our team, pulling them in as needed.
"Having an Account Manager for every customer is an investment on our part, but we believe its the most efficient way to service our customers. And, our customers appreciate having only one person to talk to that knows everything about their account."
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- Brian Fletcher, EIS Chief Executive Officer
Services Included in Our Support Packages
Account Manager
Your Account Manager is your primary point of contact for all services. They manage your account and help organize and prioritize work across our team.
Annual Upgrade
One major release upgrade is included each year, and can be scheduled at the best time of the year for your company.
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Customer Portal
Our customer portal makes it easy to track the status of all services that we provide.
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Guaranteed Response Time
Choose between a 24-hour, 4-hour, or 1-hour Service Level Agreement (SLA) for initial response time.
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Testing Sandbox
For each annual upgrade, a sandbox is provided for 90 days, giving you the opportunity to test out the new features and your customizations before upgrading production. Additional sandboxes available.
Performance Review
Check-in virtually with your Account Manager either bi-annually, quarterly, or monthly to review how things are running and where improvements can be made.
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Unlimited Support
Anything that we helped you configure or customize that may break, we help you fix.
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Upgrade Assessment
We provide a complete list of all customizations that you can test yourself, have us build testing plans for you, or have us do a round of testing for you.
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Guru
Rewards
Each month, you earn rewards that can be used for any services we provide. This is our way of saying "Thank You" to our customers.
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Support Coverage
Choose between 8 hours a day, 5 days a week or 24 hours a day, 7 days a week coverage.
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Patching
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We keep your system up-to-date with critical patches, and then you can choose to apply additional patches either quarterly or monthly
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Contact Methods
Initiate support via email or our customer portal. We will follow up with a chat, virtual meeting, email, or phone call depending on whatever is needed to help.
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Our Support Packages
Every EIS customer can choose any one of our support packages and can upgrade or downgrade their support package at any time. Most license & service subscriptions include Essentials Support at no additional charge.
