ECGrid Support utilizes Freshdesk for managing Customer tickets. All tickets are tracked, managed, and audited to ensure timeliness and efficiency in responding to your tickets.
Here are some helpful tips and FAQs to know when submitting a ticket to ECGrid Support:
Q: How can I submit a ticket?
A new ticket can be created at http://support.ecgrid.com or by sending an email to support@ecgrid.com.
Q: When should I expect an answer from ECGrid Support after submitting a ticket?
Support strives to address all tickets on the same business day and provides the following targeted Service Level Objectives:
| Classification | Description | Initial Contact | Targeted Resolution |
| Critical | A support case will be deemed critical when ECGrid services are functionally inoperable, production down. | 15 Minutes 24x7 | 4 Hours 24x7 |
| Priority | A support case is high if the ECGrid system is operational, but end user customer access or usage is materially restricted or performance is degraded. | 2 Hours 14x7 | 8 Business Hours 14x7 |
| High | A support case is high if an end user is unable to locate documents via the service or an error has been encountered and no self-service tools are available. | 6 Business Hours 14x5 | 12 Business Hours 14x5 |
| Normal | A support case is considered normal when end user has invoicing, service capabilities or requesting support where self-service tools are available. | 12 Business Hours 14x5 | 72 Business Hours 14x5 |
| Implementation | A support case is classified as an implementation anytime new connections, mailboxes, mapping inquiries, or new customer setups are required, such as mailboxes, new protocol connections, etc. | 24 Business Hours 8x5 | Scheduling and coordination required to resolve with third parties. |
If you are in a production down state, please use our phone line to engage support for the quickest response. 1.813.426.3355
Q: What information should I include in my email to Support?
- The information you provide is crucial to a quick and timely resolution.
- The more information you provide Support about your question or issue, the easier they can troubleshoot and resolve your ticket.
- At a minimum, please provide all relevant EDI IDs, date/time, and Interchange Control numbers.
Q: How will I know that my ticket has been received?
You will receive automated notices when you create a ticket, when a ticket is updated, and when a ticket is resolved.
Q: Can I come back to a ticket with another question once it’s been resolved?
- Once ECGrid Support has resolved your ticket, you have 5 days to respond before the ticket is updated to Closed.
- Once a ticket is closed, it cannot be reopened.
- If you want to reopen a ticket or reference back to a ticket, you must open a new email and reference the previous ticket number.
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