As of August 1, 2024, EBM updated its Support program to better delineate between services that are included with your ongoing solution subscription and those services that will incur additional charges. Our new Flex Support maintains the same level of service for common issues while offering additional Support options for more specialized needs.
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Flex Support is the latest effort to continually enhance your overall customer experience. Now, you will be able to plan your interactions with our support team more effectively and understand when you will be billed for additional support services. In return, Flex Support enables us to more accurately assess your support needs and evolve these services along with your business needs and our solution offerings.
What is Included in Basic Support?
Basic Support includes a comprehensive set of services that you have come to rely on with your existing solution subscription. These include:
System Security & Performance
- 24/7 security monitoring and threat mitigation
- Routine system maintenance and performance optimization
- Incident management for EBM system outages
Account & User Management
- Standard account creation, modification, and password resets
- Access to comprehensive Knowledge Base and self-service training resources
- Chatbot assistance for common support queries
Software & Data Services
- Regular software updates, upgrades, and bug fixes
- Basic data management and organization
- Troubleshooting for standard installation and compatibility issues
User Experience & Feedback
- Support for integrating EBM software within your environment
- Channel for user feedback and feature suggestions
- Guidance on standard functionality implementation
General Inquiries & Assistance
- Basic product functionality questions
- Standard workflow guidance and clarification
- Help with common processes and features
- Assistance interpreting system messages or notifications
When Will You Incur Additional Support Charges?
While Basic Support covers your essential needs, any services requiring customized solutions or extending beyond EBM's core functionality will incur additional charges. These billable services typically fall into the following categories:
Advanced Security Requirements
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Custom security monitoring beyond EBM systems
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Monitoring of personal devices or non-company networks
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Specialized security audits or assessments
Custom Training and Account Services
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Tailored training programs beyond standard Knowledge Base content
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Business advisory services (finance, accounting, general business practices)
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Complex customizations to account structures
Enhanced Software and Development
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Development of custom features or functionality
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Support for third-party software integration issues
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Hardware-related troubleshooting
Special Maintenance and Consulting
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System design consulting services
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Ad-hoc maintenance outside regular schedules
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Performance optimization for client-specific environments
Extended Incident Support
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Assistance with outages caused by non-EBM systems
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Recovery from incidents related to third-party services
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Support for disruptions caused by natural disasters or external factors
Advanced Data Services
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Data analysis and business intelligence reporting
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Data reconciliation and verification
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Recovery of user-deleted data
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Custom data extraction or transformation projects
Complex Technical Solutions
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Advanced configuration troubleshooting
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Firewall/antivirus conflict resolution
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Custom code development or modification
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Hardware setup or troubleshooting
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Resolution of issues with non-EBM software
Enhanced Support Packages
For customers requiring more extensive support, we offer additional tiered packages. These premium packages provide enhanced services and personalized assistance to meet your specific needs. Please contact your EBM representative for additional details.
Our #1 mission is to support your success – and enable you and your business to take full advantage of the robust functionality that EBM’s solutions offer. Flex Support allows us to better assess the resources needed to respond to your support requests – and get you back to full operational capacity as soon as possible.
For more detailed information, discover our comprehensive Help Center, your one-stop resource for self-service options and easy contact with our support team.
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