Support

At EAP Expert Inc. we know how important excellent customer support is to your business. EAP Expert Inc.  provides world-class customer support through several different support options.

In addition, EAP Expert's support options are complemented with a library of extensive, detailed on-line Help and other resources such as Frequently Asked Questions, on-line user guides, sneak peeks at upcoming releases, and tips that will help you get the most from your EAP Expert application.


Technical Support Plan Comparison

	Silver	Gold	Platinum
Monday-to-Friday Support  8:30AM-5PM EST*	√	√	24x7 Worldwide
Customer Web-Portal	√	√	√
On-line Ticket Submission	√ (6 tickets per year)	√	√
Discounts on Next Versions		√	√
Bug Fixes & Patches		√	√
Free Updates within Versions		√	√
Toll Free Call Center		√	√
Customer Call-Back Response		2-4 Hours within Business Hours	Within 2 Hours
Dedicated Technical Support Representative
Dedicated Account Manager
Discounts on Web Services

* excluding holidays
** Certain Conditions Apply

What you Get

Silver Support

EAP Expert Inc. Silver Support provides on-line case submissions with business hour support. Silver Support includes:

• On-line support through www.eapexpert.com Customer Access Portal;
• Hours of support: 9:00 AM to 5:00 PM, Monday through Friday EST, excluding holidays;
• On-Line Ticket Submission (6 cases per year);
• Free Updates within Versions;
• Bug Fixes & Patches;
• Discounts on New Versions.

Gold Support

EAP Expert Inc. Gold Support provides a number of best-in-class services and benefits designed to ensure your company's success with the EAP Expert applications you have implemented. Gold Support includes:

• On-line support through www.eapexpert.com Customer Access Portal;
• Toll-Free Call Center;
• Customer Call Back Response: 2-4 Hours within Business Hours;
• Hours of support: 9:00 AM to 5:00 PM, Monday through Friday EST, excluding holidays;
• On-Line Ticket Submission;
• Free Updates within Versions;
• Bug Fixes & Patches;
• Discounts on New Versions.

Platinum Support

EAP Expert Inc.'s highest level of premium customer support is provided through the Platinum offering. It provides EAP Expert users with both a dedicated technical support representative and a dedicated account manager. This team will provide the continuity you need to ensure that your EAP Expert solution is meeting your business needs — 24x7. Platinum Support includes:

• Dedicated Technical Support Representative;
• Dedicated Account Manager;
• On-line support through www.eapexpert.com Customer Access Portal;
• Toll-Free Call Center;
• Customer Call Back Response: within 2 Hours;
• Hours of support: 24x7x365;
• On-Line Ticket Submission;
• Discounts on Web Services;
• Free Updates within Versions;
• Bug Fixes & Patches;
• Discounts on New Versions.