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Support Details

Contact Support

Primary Support Channels

Email Support

support@epmware.com - Best for detailed technical issues - Include screenshots and error messages - Typical response time: 2-4 business hours

Phone Support

408-614-0166

Support Portal

epmware.zendesk.com - Submit and track tickets - Access knowledge base

Support Plans

Standard Support

Support for critical implementations: - 24/7 phone and email support - Response time: 2-4 hours

Before Contacting Support

Gather Information

To help us resolve your issue quickly, please provide:

  1. Issue Details
  2. Detailed description of the problem
  3. Steps to reproduce
  4. Error messages (exact text or screenshots)
  5. When the issue first occurred

  6. Any recent changes to the system

  7. Impact Assessment

  8. Number of users affected
  9. Business processes impacted
  10. Urgency level
  11. Workaround availability

Check Resources First

Knowledge Base

Documentation

Review relevant documentation:

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
  • Review recent changes

Workflow Errors

  • Issue: Workflow not progressing
  • Solutions:
  • Verify approver assignments
  • Check workflow configuration
  • Review error logs

Logic Script Failures

  • Issue: Script throwing errors
  • Solutions:
  • Check debug messages
  • Validate script syntax
  • Review input parameters
  • Test with sample data

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]

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

  1. Log in to support.epmware.com
  2. Click "Submit Ticket"
  3. Select issue category
  4. Fill in required fields
  5. Attach supporting documents
  6. 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
  • Direct communication with assigned engineer

Escalation Hotline: 408-614-0166

View Training Calendar →

Additional Resources

Professional Services

For implementation and consulting: - Custom development - Integration services - Migration assistance - Health checks - Performance optimization

Contact: sales@epmware.com

Feedback

Customer Success Team

Our Customer Success team is available to help you maximize your EPMware investment. Contact sales@epmware.com for:

  • Best practices consultation
  • Quarterly business reviews
  • ROI optimization
  • Feature adoption guidance
  • Success planning