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Product Support Services
Empresa Solutions is committed to providing superior customer service to its customers. Staffed with highly skilled customer support engineers, equipped with the right tools and supported by a strong infrastructure, the Empresa Technical Support Organization is ready to resolve customer questions and problems quickly and professionally. Our goal is to deliver world-class support while offering you a choice and flexibility in your method of engagement via our electronic product documentation, an online technical support web site or via direct interaction with our support professionals.
Product Documentation
Our product experts have put together a comprehensive set of product documentation including: product installation, configuration, administration and troubleshooting information. This complete and easy-to-use set of information is only a click away when you are using your eChange offering.
Technical Support Web Site
Our technical support website allows you to take advantage of 24 hour online access to a set of frequently asked questions, knowledge base articles, technical bulletins, product updates, fixes as well as software and reference material download. In addition, Empresa also provides online discussion forums for sharing ideas and other product information.
Empresa Technical Assistance
eChange customers have access to a comprehensive maintenance and support offering. The Empresa Technical Assistance (ETA), a professional, three-tiered technical organization, provides an all-inclusive maintenance and support program for eChange Solutions customers. This dedicated team supports customers with complete assistance-24/7, answering questions and solving complex issues to ensure customer satisfaction.
The call center is in operation during the core business hours of all of our global customers. There is no intermediary required. There is no delay in initial response to problems. The ETA engineers are proactive and timely with accurate resolution to customer service requests via phone, fax, email or the Internet. All support options include access to Empresa's support web site, which allows customers to easily create new service requests and submit them to expedite service and response. In addition, Empresa's strong commitment to quality means that product review, improvement and new feature development is ongoing to ensure that quality assurance standards are maintained.
Software Maintenance
With an annual Maintenance and Support agreement, Empresa customers have access to a wealth of technical information in addition to all product updates and new releases. Maintenance releases and new versions of our software products ensure customers have access to the next generation of functionality. Through our maintenance program, customers benefit from ongoing research and development resulting in new product features. Empresa's commitment to quality means that we are consistently reviewing and improving our products. We perform ongoing tests, provide update or even add new components to ensure they meet our product quality assurance standards.
Responsive and Effective . . . Whether you have a mission-critical application with stringent performance requirements or you just require basic technical support, you can rely on Empresa's Technical Support Organization to expedite support requests and keep your applications running. Your success is our priority. Visit our technical support site at
http://www.empresasolutions.com/support
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