Bill Cava Blog

 When you find yourself in need of more support than that available through the online community on Twitter or the DevCenter, it is good to remember that Ektron offers full technical support to all customers with an active maintenance agreement. Ektron’s US Technical Support hours are Monday through Friday from 8am EST to 8pm EST and there are four ways to access these services. Each method has its own level of support and keeping this in mind can save you time and help to avoid frustration in situations where a quick response is critical.

1. Phone Support – Phone calls made to Ektron Technical Support will be answered almost immediately as there is no phone queue. All calls are routed to a dispatcher responsible for compiling the case information (version information, symptoms, logs, etc.), verifying an active maintenance agreement, and providing a case number. Once this dispatch call is complete, the information is reviewed by the support team, a Technical Support Engineer is assigned to the case and must return the call within two hours. In cases where there is a critical issue requiring a quick response time, phone support should be used. Issues submitted after 7pm EST may not get a response before 8pm, but will be handled first thing the following business day.  The telephone numbers to initiate support cases are:

• United States: 1-866-4-EKTRON x7002
• United Kingdom +44 1628 509 040
• Australia +61 2 9248 7204

2. Web Form Support –  Technical Support cases may also be initiated using Ektron's Support Web Form. The Support Service Level Agreement (SLA) states that the Technical Support Engineer assigned to a case initiated through the Support Web Form must respond to the customer within 4-6 hours. Once the form is submitted, a case number is assigned and immediately returned.

3. Email Support – Sending an email to support@ektron.com is useful in cases where you have a technical support issue that requires resolution but lacks the need for a quick response. The Technical Support Engineer assigned to the case must respond to the customer within 24 hours.

4. Chat Support – Live chat is available through the Ektron web site for basic questions from 8:30am to 5:30pm EST.  In the event that a case cannot be resolved immediately in the chat session, a case will be created by the Technical Support Engineer, and it then follows the same process as if it were submitted through the Web Form.

 This table summarizes level of service you can expect from Ektron's Technical Support department. Hope this helps clarify things. If you have any questions, please leave them in the comments below.