Customer Support

ETQ Customer Support has you covered with plans tailored to your exact business needs. Pick the plan that works best for your business and stay productive all day, all year.

icon for 8 hours a day, 5 days a week

Silver Level Support

  • Live support 8/5
  • 3 named callers
  • Self-service portal access 24/7/365
  • Guaranteed response in 24 hours or less
  • Access to new releases, patches and hot-fixes
  • ETQ Academy: certifications, eLearning, and microlearning (for SaaS customers only)
icon for 24 hours a day, 7 days a week

Gold Level Support

  • Live support 24/7/365
  • 5 named callers
  • Self-service portal access 24/7/365
  • Guaranteed response in 8 hours or less
  • Access to new releases, patches and hot-fixes
  • ETQ Academy: certifications, eLearning, and microlearning
  • 10% discount to the annual user conference
icon for 24 hours a day, 7 days a week, 365 days a year

Platinum Level Support

  • Live support 24/7/365
  • 10 named callers
  • Self-service portal access 24/7/365
  • Guaranteed response in 4 hours or less
  • Dedicated support coordinator
  • Priority access to new releases, patches and hot-fixes
  • ETQ Academy: certifications, eLearning, and microlearning
  • 20% discount to the annual user conference
View Support Levels Comparison Table

Silver Level Support

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 Level Support

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 Level Support

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.

Online Support

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.

Already a Customer? Log in.

If you don't have a valid customer name and password, please contact our customer service department at support@etq.com. If you are not yet a customer please contact sales@etq.com to learn more about our products and service offerings.