Thanks for reaching out!

You can access your Tickets from within your Messaging Center on your ECA Profile.

Here is what happens next!

 Your Support Request has been forwarded to our Support team and has been slotted according to your Service Plan. 

You can upgrade at any moment to receive a higher Level of Service by getting in touch with us through the chat on this page.

Please have a look at the information below in order to make this experience as smooth as possible.

First Response Times Overview

Self Service Plan

Self Support

  • Urgent - 168 Business Hours
    Resolution: No ETA
  • High - None
    Resolution: No ETA
  • Normal - None
    Resolution: No ETA
  • Low - None
    Resolution: No ETA
Acccess the Self Support Community to crowdsource answers and consult the documentation.

Platform Care Starter

Bronze Service & Support

  • Urgent - 72 Business Hours
    Resolution: Within first 7 days
  • High - 72 Business Hours
    Resolution: No ETA
  • Normal - None
    Resolution: No ETA
  • Low - None
    Resolution: No ETA
Get in touch with your Project Manager through the ECA Portal or use the chat on this Page for immediate help.
Support during Business Hours
Learn More

Platform Care Basic

Silver Service & Support

  • Urgent - 72 Business Hours
    Resolution: Within first 7 days
  • High - 72 Business Hours
    Resolution: ASAP
  • Normal - None
    Resolution: No ETA
  • Low - None
    Resolution: No ETA
Get in touch with your Project Manager through the ECA Portal or use the chat on this Page for immediate help.
Support during Business Hours
Learn More

Platform Care Advanced

Gold Service & Support

  • Urgent - 72 Business Hours
    Resolution: Within first 7 days
  • High - 72 Business Hours
    Resolution: ASAP
  • Normal - None
    Resolution: No ETA
  • Low - None
    Resolution: No ETA
Get in touch with your Project Manager through the ECA Portal or use the chat on this Page for immediate help.
Support during Business Hours
Learn More

Platform Care Professional

Platinum Service & Support

  • Urgent - Same Day
    Resolution: ASAP
  • High - Same Day
    Resolution: ASAP
  • Normal - Same Day
    Resolution: ASAP
  • Low - Same Day
    Resolution: ASAP
Get in touch with your Project Manager through the ECA Portal or use the chat on this Page for immediate help.
Support during Business Hours
Learn More

Platform Care Centurion

White-Glove Service & Support

  • Urgent - Same Day
    Resolution: ASAP
  • High - Same Day
    Resolution: ASAP
  • Normal - Same Day
    Resolution: ASAP
  • Low - Same Day
    Resolution: ASAP
Get in touch with your Project Manager through the ECA Portal or use the chat on this Page for immediate help.
Includes Support on Weekends
Learn More

If you are not on a Platform Care Plan then your request follows our Technical Support Delivery Rules for Self Service Plans as outlined in Schedule A of our Terms of Service.

Support Delivery Best Practices
Response Times Rules
We do our best and more to help you resolve any issues you may be experiencing. We’ll respond within the time frames indicated on your Service Plan. Centurion Plans receive support on weekends and holidays. We appreciate your patience.
All Communications via the ECA
Once we’ve reviewed your support ticket, we’ll respond to you via the ECA Messaging Center which you can access from within the ECA Portal. You may reply directly. All subsequent correspondence that pertains to your initial ticket should remain in that one conversation thread.
Search the documentation
If you haven’t had a chance to browse the documentation, feel free to do so while we review your support ticket. Be sure to use the search form to find documentation specific to your inquiry.

See documentation
Troubleshooting tips & techniques
While some issues are more complex than others, basic troubleshooting can be performed to help track down just about any problem

See troubleshooting techniques