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Technical Support
Online Technical Support:
The online help forum* (help.ecware.com) is free to
all users of ecWare's products and services, including ecMerchant™ e-commerce services. The tech forum provides our users with
access to a wealth of information about our services and provides a communication hub for users to communicate with
other more knowledgable users and ecWare staff. The online help forum is free.
*In response to posts in the help forum, other forms of communication may be used by
ecWare's technical support personnel if deemed appropriate. In any case, the service is free regardless of how ecWare responsds.
Phone Support:
We provide telephone support for a nominal fee (see Contacting Phone Support below). We want our customers who don't use
support to benefit from our competitive pricing. And we want those who do need support to get top-notch
service without having to stand in a long line behind unecessary free support calls. Being in the business
for over ten years we've lerarned that competing with companies who provide free support only puts us in
the same position of poor service they subject their customers to. Our customers like our support.
Technical Support Policy & Procedure *
Before contacting technical support, please perform your own
troubleshooting procedures to determine if the issue may be arising from
any software or hardware issues at your site, your internet provider, or
other variables outside the control and domain of ecWare.
Contacting Phone Support:
All telephone support calls are billed at USD $1 per minute, at the
time of the call. We accept VISA, MasterCard, and American Express. If the
problem is determined to be caused by ecWare, there will bo no charge for support
as it relates to such problem.
please have the following information handy before you call:
- your customer number (Registration ID)
- a brief description of the problem, including the exact text of any
error message received, and at what point the error occurred
- URL where we can replicate the error
- the version of Windows™ you are using, including the version of
any service packs or updates installed
- the web server software used, e.g. Internet Information Server™,
WebSite Pro™
- the name, version and build number of the ecWare software product
Phone Support Hours
Monday through Friday, 8:00a to 6:00p PST, excluding company holidays.
The current date and time at ecWare is PST
Technical Support Severity Levels
Technicians will prioritize support tickets based on notification times by customers
and the severity level of the issue. All issues will be rated by technicians using the following severity levels.
* ecWare reserves the right to modify the technical support hours, fees,
procedures and policies as it deems necessary to ensure a high level of
support to its customers.
Posted technical support policies and procedures are effective immediately.
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