Efficient and effective on-going product support is a critical success factor. If there is a support issue or a how-to question, a customer can contact our technical support team.
The ETI technical staff works as a team, often collaborating to resolve “in the field” issues as fast as possible to assure that each customer’s system is always fully operational. Most issues are resolved over the telephone or through remote access to the FRMS. In the unlikely event that an issue could not be resolved remotely, ETI would go on-site to address the issue.
ETI’s superior support services team is made up of seasoned technical professionals who work efficiently and quickly to identify and troubleshoot issues as they arise. The team is assisted by an automated internal software tracking system that allows support staff to document and track all reported support issues.
The support process manages issues based upon the seriousness of the matter and provides for prompt escalation to the appropriate team member for resolution. From basic functionality questions, to interface inquiries, to complex diagnoses, our clients have the assurance that a team member will work closely with them to resolve any issue.
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