Support
Escon offers Technical Support as a service to all registered customers.
We will respond to each Support request within 6 business hours!
Documentation
Escon Software's documentation is an ongoing effort and we are constantly trying to improve it.
If you have any suggestions about areas you'd like better documented, or ideas about how
to improve the existing docs - please contact us.
Support Requests
Log a request in our online support system.
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 - 6 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.
Installation Guide (73k)
