Silver Support is an excellent choice for customers who need support only during a typical work week, i.e. 8 hours a day, 5 days a week in their particular time zone. Response time of 24 hours is guaranteed, with an accelerated response time of 4 hours for fatal issues.
Gold Support is ideal for customers whose business requires around-the-clock support, organizations with multiple locations in multiple time-zones. Gold Support guarantees response times of 2 hours for fatal issues, 4 hours for severe issues, 8 hours for degraded operations and 24 hours for minimal impact issues.
Platinum Support is designed for customers with the most stringent mission-critical requirements. In addition to 24/7/365 coverage, Platinum also comes with the fastest response times — 1 hour for fatal issues, 2 hours for severe issues, 4 hours for degraded operations and 8 hours for minimal impact issues. Platinum customers receive a dedicated ETQ support person who proactively monitors open support tickets and is a catalyst for even for faster issue resolution.
ETQ Software's Technical Support allows customers to submit technical support requests online, 24 hours a day. Customers can also search ETQ's knowledgebase and receive product updates and product documentation simply by logging into the system with a valid customer number and ID/access code.
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