Contact Support

When you need help with your ECi systems and storefronts, take advantage of our technical support system's customer Web interface at support.eci2.com to request assistance from your friendly ECi Technical Support Team.

In this announcement, you'll see:

7 Things You Can Do in ECi's Support Portal
3 Reasons to Use ECi's Support Portal
What Other ECi Portal Users Are Saying
Learn More In Our Guided Tour Video
Sign In for the First Time Right Away
Other Contact Information and Holidays
ECi Support Is Driven To Serve You Better

7 Things You Can Do in ECi's Support Portal

Your dealership's executives, key operators, and end users can use the new customer service portal to:

Login for secure access to support information.
Create new support tickets for software assistance or updates.
Attach files to help troubleshooting such as screen shots, pick dumps, and parts of log files.
View your current and past support tickets (as of Dec. 16, 2007), including who was assigned to a ticket and its status (open, closed, and so on).
Look up ticket details or update the status of a ticket, and mark as resolved if you find the answer on your own.
Add notes to a Web conversation, which you can use instead of email to more efficiently track communications related to a ticket.
Look up the status of software issues we've turned over to development that are linked to your support tickets.

3 Reasons to Use ECi's Support Portal

The portal will not replace your friendly support team, who still operate during normal business hours 7 am - 7 pm CST. The portal simply:

Provides you with best-in-class, convenient access to support for your ECi software.
Consolidates in one secure place all ticket-related attachments, conversations between techs and customers, and linked development issues.
Streamlines the way you manage your support tickets, and make access to your issues transparent.

What Other ECi Portal Users Are Saying

In December 2007, a group of DDMS customers began evaluating the portal. Of that group:

86 percent of respondents to our survey agreed the portal gives them the same convenience as emailing their support team.
Five out of seven agreed their level of support using the portal is the same or better as using other contact methods.
Six out of seven agreed it was easy to request help, attach files, add notes to a Web conversation, view current and past tickets, lookup detail and status,
Five out of six agreed the portal made it easy to look up status of their development requests related to their support tickets.

From a customer's point of view, the biggest advantages of using the portal are "tracking support issues, reviewing history as needed, and complete communication for everyone involved," said Deb Gunderson of Brown & Saenger. "If you have more than one person on your staff contacting ECi support, it is so convenient to see all their inquiries at once. Great tool."

"It allows me to give and get information for support on my own time schedule," said Robert Southerland of Baker Office Products.

Learn More In Our Guided Tour Video

If you could not attend the guided tour Webinar — or if you just want your colleagues to learn how to use the Customer Support Portal — we have published a video tour to be viewed at your convenience.

To view this short 15-minute video, go to support.eci2.com, and click the link above the Sign In box. Then click the triangle to play.

(The video requires the latest free Flash player; if you are prompted to install an update, please do so, close all browser windows, and then reopen the site in your browser.)

In the video, ECi Technical Support's Technology Manager, Andrew Koebbe, guides you through the steps of logging in, opening and managing tickets, and everything you need to know to use the portal.

Sign In for the First Time Right Away

After watching the video, you can start using the portal right away! When you log in for the first time, simply:

Go to support.eci2.com
Enter your Email Address,
Check the I forgot my password checkbox.
Click Submit.
A temporary password will be emailed to you automatically. Click the link in your email to log in.
At the prompts, change the password to one you can easily remember.

Other Contact Information and Holidays

ECi DDMS Technical Support is available during regular business hours in Fort Worth, Texas, from 7:00 AM to 7:00 PM Central Time. You may contact your support team several ways:

online: support.eci2.com
toll-free: 800-366-4778
local: 682-831-0827
fax: 682-831-9909, 9910, or 9911

24/7 Support Services are available on a billable basis outside of regular business hours, 7 days a week.

ECi facilities close on the nearest weekday to observe the following U.S. national holidays:

New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Days
Christmas Day (Thursday, Dec, 25, 2008
Christmas Eve (shift to Friday, Dec. 26, 2008)

During a holiday, 24/7 Support is available when calling our standard ECi DDMS Technical Support number. As always, calling Technical Support during a holiday or outside of business hours (7 AM to 8:30 PM Central Time, Monday through Friday) is billable unless you subscribe to 24/7 Support services.

To contact other DDMS resources, see the Contact Us page.

ECi Support Is Driven To Serve You Better

Our Support portal site is part of our continual efforts to improve service levels and make ECi Technical Support more convenient, responsive, and knowledgeable. For example, you may be familiar with our automated customer satisfaction surveys. Internally, we added tools to exchange troubleshooting tips and track development.

Implementing a new technical support system recently has helped us manage customer relations more efficiently. Launching that system's Web interface portal lets you get better help through the Web site, at your convenience.

But this launch is only the first phase of implementation. As we add new features such as the knowledge base, we will notify you via email.

If you have questions about your ECi support portal, please email teaminfo@eci2.com.

Sincerely,

Paul Lewis, Associate Vice President
ECi Technical Support

Andrew Koebbe, Technology Manager
ECi Technical Support