EquaSiis proudly provides world-class customer support to our
users and subscribers. Customers with active subscriptions or
maintenance agreements may obtain support via email or phone. We're
here to help you!
U.S.
Customers
The customer support desk is available from 2:30 a.m. to 8 p.m.
eastern time.
UK Customers
The customer support desk is available UTC - 07.30 to 01.00
(06.30 to 00.00 from mid-March to early November, when the U.S.
observes daylight-saving time).
Customers in Other
Regions
- Email customer support at support@equasiis.com
- Call our U.S.-based support number at (+1) 713-485-7074
General Support
Information
When you contact customer support, please provide:
- Your name and company
- Product you are calling about: EquaSiis Insights subscription,
EquaSiis Enterprise, or EquaSiis Workbench
- Your contact information
- The URL or page you are trying to access
- Any error message, if applicable (please include error text or
screen image)
Please Note: Some support agreements limit the number of users
authorized to open a support ticket. If applicable, please route
your request through your internal support desk or designated
support contact. We regret that we are unable to provide support
for additional software that may be used in conjunction with some
Equasiis platforms, such as Microsoft Office.
Application Maintenance
Schedule
Our standard maintenance schedule for EquaSiis Enterprise,
EquaSiis Workbench, and EquaSiis Insights portal is to perform
scheduled maintenance activities on the last Friday of each month
during the times indicated below.
We will perform upgrades and other improvements during these
maintenance windows, but the applications may remain available when
no maintenance is required. For EquaSiis Enterprise customers, we
provide an e-mail reminder to designated support contacts in your
company before scheduled maintenance activities take place and a
subsequent notification when maintenance has concluded.
Standard Maintenance Schedule:
- Every Friday, from 5:00 p.m. to 6:00 p.m. Eastern Time (22:00
to 23:00 UTC, adjusted accordingly during March to October for U.S.
observance of Daylight Saving Time)
- The last Friday of each month, there is an extended window from
5:00 p.m. to 11:00 p.m. Eastern Time (22:00 to 04:00 UTC, adjusted
accordingly during March to October for U.S. observance of Daylight
Saving Time)
Additional Maintenance Windows:
- On May 14, 2010, we will be performing platform maintenance
that requires an extended maintenance window for production
EquaSiis Enterprise and EquaSiis Workbench environments. The
extended maintenance window will run from 5:00 p.m. Eastern to
10:00 p.m. Eastern Time (21:00 to 02:00 UTC).
As we strive to deliver the best application experience, we may
make adjustments to this schedule - but if we do so, we
will notify our customers so that they can plan for the change.
Also, please note that on rare occasions, circumstances may require
us to perform unscheduled maintenance activities of a more urgent
nature to protect or restore service. We will make our best effort
to notify support contacts when we become aware of interruptions in
service.