Support
Contact Support
Primary Support Channels
Email Support
support@epmware.com - Best for detailed technical issues - Include screenshots and error messages - Typical response time: 4-8 business hours
Phone Support
408-614-0442 - Monday - Friday: 8:00 AM - 6:00 PM PST - Emergency support available for critical issues - Have your customer ID ready
Support Portal
support.epmware.com - Submit and track tickets - Access knowledge base - Download patches and updates - View service status
Support Plans
Standard Support
Included with all EPMware licenses: - Business hours support (M-F, 8 AM - 6 PM PST) - Email and portal access - Knowledge base access - Software updates and patches - Response time: 8-24 hours
Premium Support
Enhanced support for critical implementations: - 24/7 phone and email support - Priority ticket handling - Dedicated support engineer - Monthly review calls - Response time: 2-4 hours
Enterprise Support
Comprehensive support for large deployments: - 24/7 dedicated support team - On-site support options - Custom SLAs - Proactive monitoring - Response time: 1 hour or less
Before Contacting Support
Gather Information
To help us resolve your issue quickly, please provide:
- System Information
- EPMware version number
- Database version
- Operating system
-
Browser type and version
-
Issue Details
- Detailed description of the problem
- Steps to reproduce
- Error messages (exact text or screenshots)
- When the issue first occurred
-
Any recent changes to the system
-
Impact Assessment
- Number of users affected
- Business processes impacted
- Urgency level
- Workaround availability
Check Resources First
Knowledge Base
Search our knowledge base for immediate answers: - Troubleshooting Guide - Common Issues - FAQs - How-To Articles
Documentation
Review relevant documentation: - Administrator's Guide - For configuration issues - User Guide - For usage questions - Logic Builder Guide - For scripting problems
Common Issues & Solutions
Login Problems
- Issue: Cannot log in to EPMware
- Solutions:
- Verify username and password
- Check CAPS LOCK key
- Clear browser cache
- Try different browser
- Contact admin for password reset
Performance Issues
- Issue: Slow response times
- Solutions:
- Check network connectivity
- Clear browser cache
- Verify database performance
- Review recent changes
- Check system resources
Workflow Errors
- Issue: Workflow not progressing
- Solutions:
- Verify approver assignments
- Check workflow configuration
- Review error logs
- Validate email notifications
- Ensure no pending system tasks
Logic Script Failures
- Issue: Script throwing errors
- Solutions:
- Check debug messages
- Validate script syntax
- Review input parameters
- Test with sample data
- Check database permissions
Ticket Management
Submitting a Ticket
Via Email
Send to: support@epmware.com
Subject Line Format:
[Priority] [Module] Brief Description
Example: [High] [Logic Builder] Script failing on property validation
Email Body Should Include:
Customer ID: [Your Customer ID]
Contact Name: [Your Name]
Phone: [Your Phone Number]
Environment: [Production/Test/Development]
EPMware Version: [Version Number]
Issue Description:
[Detailed description of the problem]
Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]
Expected Result:
[What should happen]
Actual Result:
[What is happening]
Business Impact:
[How this affects your operations]
Attachments:
- Screenshots
- Error logs
- Sample data (if applicable)
Via Support Portal
- Log in to support.epmware.com
- Click "Submit Ticket"
- Select issue category
- Fill in required fields
- Attach supporting documents
- Submit ticket
Ticket Priority Levels
| Priority | Response Time | Use Cases |
|---|---|---|
| Critical | 1 hour | System down, data loss, production stopped |
| High | 4 hours | Major functionality broken, many users affected |
| Medium | 8 hours | Limited functionality, workaround available |
| Low | 24 hours | Minor issues, questions, enhancement requests |
Tracking Your Ticket
- Email notifications for status updates
- Portal access for real-time status
- Ticket number provided for reference
- Direct communication with assigned engineer
Escalation Process
If you need to escalate an issue:
- Level 1: Contact your assigned support engineer
- Level 2: Request supervisor involvement
- Level 3: Contact Support Manager
- Executive: For critical business impacts
Escalation Hotline: 408-614-0443
System Status & Maintenance
Service Status Page
Check current system status: status.epmware.com
- Real-time service availability
- Scheduled maintenance windows
- Historical uptime data
- Incident reports
Maintenance Notifications
Subscribe to maintenance alerts: - Email notifications - SMS alerts (Premium/Enterprise) - RSS feed - Portal notifications
Training & Certification
Support-Led Training
- Troubleshooting workshops
- Best practices sessions
- New feature training
- Custom training programs
Certification Programs
- EPMware Certified Administrator
- EPMware Certified Developer
- EPMware Certified User
Additional Resources
User Community
Product Updates
Professional Services
For implementation and consulting: - Custom development - Integration services - Migration assistance - Health checks - Performance optimization
Contact: services@epmware.com
Feedback
We value your feedback to improve our support services:
Customer Success Team
Our Customer Success team is available to help you maximize your EPMware investment. Contact success@epmware.com for:
- Best practices consultation
- Quarterly business reviews
- ROI optimization
- Feature adoption guidance
- Success planning