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:
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24/7 Security and System monitoring: detecting and mitigating security threats and maintaining system stability
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Basic Account Management assistance: helping you manage a full spectrum of user account needs, such as account creation, password resets, profile updates, etc.
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Knowledge Base and Training access: full access to EBM’s comprehensive knowledge base and self-service resources
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Software updates and upgrades: delivering new or enhanced functionality, bug fixes and security improvements
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Routine maintenance: maintaining and troubleshooting EBM’s servers, websites and system performance
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Incident management for outages: resolving EBM system outages for minimal disruption
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Chatbot assistance: streamlining response for basic support queries
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Basic data management support: helping to manage and organize data needed for EBM’s software applications
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Troubleshooting, Installation and Compatibility Support: resolving common issues related to installing, integrating and using EBM’s software within your environment
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User feedback and feature suggestions: welcoming user input on software features, enhancements and improvements
What services will incur additional charges from EBM Support?
In general, requests that extend beyond the core function of EBM’s solutions and require a more customized or tailored solution to resolve will become a billable charge. Because your specific environment and potential needs are as unique as your company, a multitude of scenarios exist where you may require support beyond what we offer via Basic Support. To illustrate some of these scenarios, examples of these activities could include:
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24/7 Security and System monitoring: monitoring non-system related events, personal devices or non-company owned networks
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Basic Account Management assistance: training in finance, accounting or general business or customized account management
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Knowledge Base and Training access: customized training programs or requests that go beyond the material accessible in the Knowledge Base
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Software updates and upgrades: hardware-related issues or support for third-party software unrelated to EBM’s solutions and development of new features or functionality
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Routine maintenance: Ad-hoc maintenance requests and consulting services for system design
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Incident management for outages: Support for outages caused by non-EBM systems, such as internet service providers, third-party systems or natural disasters
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Chatbot assistance: Customized chatbot functions or human-assisted support for issues more technical than what is available via the Chatbot
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Basic data management support: data analysis, data reconciliation, data recovery for user deletions and customized data requests
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Troubleshooting, Installation and Compatibility Support: Advanced technical issues for client-specific configurations, firewall/antivirus conflicts, custom development or coding, hardware set-up or troubleshooting, non-EBM software troubleshooting or training
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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