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Support Escon Support

Support Overview

Escon offers Technical Support as a service to all registered customers.

We will respond to each Support request within 3 business hours!

Technical Support is available to help you resolve specific issues in a timely manner. We can assist you in the following areas:

• Installation issues If you suspect an installation problem, please be sure you've read the applicable documentation and follow the installation instructions before contacting Technical Support.
• Understanding Escon product features and functionality Technical Support is here to help if you encounter a problem using specific features in our software. Please note that Technical Support isn't designed to provide instruction on Escon products. For this, customers may be referred to corresponding sections of the product manuals, the online FAQ, or further reference material, or contact us to request training at an additional cost.
• Other product-related issues With adequate information, Escon Technical Support can quickly verify whether your issue stems from a known problem, and if an update or patch is available that may correct the problem. If updates aren't available, Technical Support may be able to recommend alternative procedures or workarounds to arrive at the same goal.

Types of Technical Support

Escon offers the following types of support:

• Basic Support
• Professional Services

Basic Support is provided to registered customers of Escon products. This support is mainly intended to allow users to report instances where the product does not behave as designed and documented. Additional assistance (such as answering "how-to" questions or assisting with installation) may be provided based on support team availability and discretion. These include:

• Technical support provided directly by the dedicated Escon support team. Details on technical support are found below.
• Access to the Escon support portal, which includes web system for tracking your support requests, a product knowledge base, and license management.
• Major upgrades (new features, feature enhancements, new functionalities, all upgrades and enhancements) and accompanying documentation
• Ability to submit feature requests and improvement suggestions directly the Escon design team for consideration
• Notifications about new critical bug fixes and upgrades
• Receive product News and new features information
• Beta Program / Special Offers

Support Channel: Escon Support Center, Live Help and phone. Response Time: 1 - 12 business hours.

Professional Services are intended to assist with the integration of our products with your organizational infrastructure, and other needs not addressed within the normal scope of technical support. Pricing varies based on the specific needs of the service required. Professional Services may include:

• Training on any aspect of the system
• Configuration and customization of the product to meet your business requirements
• Development of custom reports or consulting about creating new reports or advanced modification of existing report templates
• Export of data in unsupported formats
• Import of data from external sources
• Enabling additional Technical Platform deployment: database systems, operating systems, etc.

Professional Services and Customization Requests do not fall under the scope of regular technical support.