We look forward to supporting you with your new Epygi System.
If you're a registered Integrator and require direct support from Epygi, see below for our offerings. Be sure to register in order to gain access to the Channel Portal, which allows you to purchase support. We will help you choose the best option based on your specific needs.
If you wish to purchase any of the support packages or professional services listed below, please login to the Channel Portal and click the Purchase Support link to complete the order. You may also contact the Epygi sales team at firstname.lastname@example.org or +1.972.692.1166.
The following Paid Support options are available:
This service consists of Epygi providing assistance for on an upcoming installation. Epygi will work with the certified Integrator in order to assess the customer's configuration and then develop a plan, resulting in a successful installation.
Services include the following:
This service consists of Epygi providing assistance for an upcoming installation. The support may be pre-arranged with Epygi to ensure dedicated assistance at the time of installation. This service may also be requested for emergency installation support due to unforeseen circumstances requiring immediate assistance.
Support is provided for the latest releases of software currently posted in the Channel Portal; however, Epygi can not guarantee a resolution to every incident reported.
GMT — 5:00 AM to 9:00 PM
The time required to provide the first reply to the inquiry that is directly related to answering the request. Assistance provided through live online assistance will also count as a single 'incident.'
Epygi defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Epygi Support consultants are responsible for determining what characterizes a support incident.
Epygi defines a product defect as any technical aspect or functionality of a product that does not execute or deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user's specific configuration or environment does not constitute a product defect. Epygi Technical Support may provide troubleshooting suggestions for unexpected behavior in these cases; however, Epygi is not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by an Epygi Support Consultant. A support ticket that results in a software update, or an RMA being issued for a unit under warranty, will not be charged as an incident.
Epygi defines a documentation error as any inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, release notes and Epygi product support site documents and manuals. Epygi does not provide support or assume responsibility for any reference materials published by Epygi Partners.