How to Contact Support for ASP

What are your business hours?

The normal business hours for ASP Support are 8 am–5 pm Central Time, Monday–Friday.

How may we contact you?

Online request:

http://support.ECiSolutions.com

E-mail:

ddmssupport@ecisolutions.com

Call:

(800) 366-4778

Fax:

(682) 831-9909

 

What information should we provide when contacting Support?

Please provide your company name, your name, and a detailed description of the problem.

Be specific when describing a problem—it helps us provide you with faster service. For example, instead of saying you have an order entry problem, you might say "When I click the Order Entry icon, I get an Invalid Order Writer message." Include information like screen names, keystrokes, and the circumstances that cause the problem. Tell us, for example, if the problem occurs with all customers, or only with one particular customer.

What if my company needs help after hours?

We have an after-hours number for emergency calls only: (817) 999-9554. An emergency occurs under two conditions: when you cannot log in, and when you cannot print. (We cannot be responsible for the failure of your ISP.)

If you reach voice mail when calling after hours, please leave your company name, your name, your phone number, and a brief description of the problem.

If you leave a voice mail for a non-emergency problem, we will not return the call until the next business day.

Emergency support is available at the following times:

Emergency support is not available on the following holidays:

How will you notify us about system maintenance?

In addition to routine maintenance, we occasionally need to take the ASP servers down for other maintenance chores, such as loading software updates. We will always nofity you by e-mail before performing these chores. Normally these notices will be sent several days in advance.

Who will receive these notices at my company?

Your company's key op is our contact for notices about ASP service. The key op is responsible for informing other users within your company. If you need to update the key op's e-mail address, or if you want us to send notices to additional people at your company, please use our e-mail update form.