The Customer can contact Ephesoft Support via the following methods:
c. Germany - +49 6126 5503510, Ext. 3
In addition to reporting an issue, the Customer needs to provide the following installation
Other optional items to include, to expedite the troubleshooting process, are:
Note: It may be required to replicate the issue on the customer side after the INFO level logging has been enabled
Once the initial troubleshooting has been completed the assigned Application Support Engineer will notify the customer of the
The assigned support engineer will keep in constant communication with the customer
When reporting an issue, it is important to clearly state the priority. We have the following Priorities for reported Issues:
In the event of an urgent issue, it is the Customer’s responsibility to clearly state the desire to escalate their issue.
The Customer can also call our support line directly (specific office based on Customer time zone), either US headquarters or our
If the issue requires a higher level of support, such as involving our Engineering team, we will schedule the call accordingly.
All Escalations must be communicated directly to the Ephesoft Support team. They will then arrange a meeting with our
All hotfix ETA’s are determined and approved by the Product Management and Engineering teams.
All Severity 2 and 3 issues that are reported from our customers that require engineering fixes will be scheduled for delivery in the next available release.
Note: All releases are on a quarterly based cycle (i.e. Q1, Q2, Q3, Q4)
If there is an issue with communication or timely attention to your ticket, you can contact the Ephesoft Support director, see details below
For any Roadmap or feature request discussions, you can contact our Product Management
Support SLA – www.ephesoft.com/support
Ephesoft Support Customer Portal – http://Support.ephesoft.com