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  • EKTRON SUPPORT

    At Ektron, our goal is to provide our Customers with industry-leading support services to protect and enhance their investment in Ektron products and services. When you need assistance, our Support Engineers will be ready for you. They will perform the initial research, which may include collecting diagnostic information, recreating the incident, providing workarounds or existing fixes, and acting as the focal point for communication through the life cycle of an incident. 


    Our support centers are staffed with highly skilled Support Engineers who are available online or by phone to help you with your Ektron products. 


    Hours of Service and Contact Methods:


    North America

    Hours: 08:00-20:00 EST

    Phone: +1(866) 435-8766 x7002

    support@ektron


    EMEA

    Hours: 09:00-17:30 GMT

    Phone: +44(0)1628 564 564

    uksupport@ektron.com


    APAC

    Hours: 09:00-18:00 AEST

    Phone: +61 2 9248 7215

    support@ektron.com.au


    • Standard Business Hours are for the times listed Monday through Friday excluding public government holidays. 
    • Standard Support and Maintenance requires the Customer to receive support services via the regional (North America, EMEA, or APAC) Support Center from whom they purchased their Agreement.
    • In North America, support is also available at Support Contact Web Form and online chat at www.ektron.com.

  • STANDARD SUPPORT PROCESS

    • All new support requests are assigned a case number in Ektron’s case tracking system. This case number should be used as a reference for all correspondence with Support.
    • All incoming support cases are reviewed and assigned to an appropriate, available Engineer according to Priority. Initial response by the assigned Support Engineer may involve clarifying questions, requests for more detail and/or diagnostic information or coordination for a call or online troubleshooting session. Any or all of these may be repeated as necessary during the resolution cycle of the case.
    • Normally no support cases are closed without confirmation by the Customer. Ektron Support may mark the case “On Hold” or close it with an unconfirmed status if Customer fails to respond after numerous contact attempts.
    • Ektron also maintains a Developer Center Site which contains useful developer oriented forums and a News & Updates section which includes announcements of upcoming Releases, Release Notes and other useful technical information.