enCorps Support

Every enCorps customer is entitled to unlimited basic email support for all of its users. Most questions and problems can be resolved with a quick email exchange. When more advanced technical support is required, ServiceLogix can provide experienced resources to assist you.

Because we pride ourselves on the quality of enCorps, as part of our standard service level agreement, defect reports, any action taken to resolve a system defect and data fixes that are required as a result of a system defect are always handled without charge.

Tier 1 - Email Support - unlimited

Unlimited, email-initiated support is included in the enCorps subscription fee and includes:

• Basic email support regarding use and/or configuration of the enCorps system.
• Any system defect report and/or resolution
• Any billing/licensing question
• Any server down report (regardless of how initiated) that is a result of any actual server down incident or failure of our network connectivity.

Tier 2 - Basic Technical Support - per incident charge

Covers email or telephone initiated requests requiring one or more of the following:

• Remote desktop sharing for diagnostics or PC configuration
• Login to your enCorps site
• General configuration assistance or advice
• Access control assistance or advice
• Advanced Network Diagnostics and/or Troubleshooting beyond tracing to your network endpoint or downstream provider

Tier 3 - Advanced Technical Support - hourly rate

Covers advanced technical cases that usually involve new software or changes to existing code, but can also cover large-scale changes to existing instances of enCorps. For requests over 5 hours ServiceLogix will provide an estimate and will require a signed work order from the client.

• Data Conversions/Uploads
• Proprietary third-party integrations
• Large scale site re-configuration
• Advanced Configuration Scenarios
• Other client-initiated questions/issues that require advanced technical support to resolve.

Other Options

Beyond our tiered support, we can provide assistance with almost anything regarding enCorps, such as dedicated administrative resources, PMO services, training, readiness and roll-out consulting, and pre-paid support packages.

Please ask your ServiceLogix account manager for further details.