Comprehensive Support Services

New to EnvisionWare or just browsing? We have a remarkable story to tell about service. Here's a quick look at the support services provided by our World Class Support Group:

Telephone Support

• US - Canada - Latin America
• Silver and Gold Support:  8:30am - 7:00pm Monday through Friday, Atlanta Time (ET)
  
• 24x7 Support for Premier Support Customers
• Asia Pacific
• 8:30am - 5:30pm Monday through Friday, Adealide Time (CT)
  
• 9 out of 10 calls are answered immediately by a support technician.
  
• All calls receive a reply within 2 hours

Email and Web Support Request during same hours as telephone above.

On-Line Customer Case Management

• Create and monitor your own support cases.
  
• Review history and current open cases.
  
• Access your data through our Customer Support Portal.

LiveChat

• Our LiveChat service provides instant mouse-click IM communications with our support center.
  
• LiveChat can take full remote control of your PC (with your permission) using a transient Central Management Client
  

Downloads

• Download software and PDF product manuals whenever you want.
  
• Apply cumulative updates at your leisure.
  
• All custom requests are released in STANDARD releases; everyone is supported on the same code base.
  
• Apply updates to management components which then auto-update Clients and other peripherals.
  
• Perform a rolling update one location at a time or use Central Management for a system-wide update at the click of a mouse.

Knowledge Base

• Your on-line KB resource is OUR support database.
  
• Contains over 3,000 articles including actual support tickets, standard problems and resolutions, latest indexed technical manuals, application notes, and related articles.

User List

• ListServ Subscription control panel
  
• Our User-to-User list serve is one of the best public PC management forums in the industry
  
• Not limited to EnvisionWare products, the list@envisionware provides tips on adoption of new operating systems, Active Directory ideas, policy forums, and a plethora of other great dialogs about PC management and public computer issues.
  
• Open to anyone (except competitors)

List Archives

• We've indexed our List Archives so that newcomers can benefit from past 'conversations'.
  
• Learn from industry leaders and see firsthand how problems are addressed and how customers collaborate toward resolutions.

Web Seminars

• Using EnvisionWare's web scheduler, we maintain routine schedules of training classes on new releases, update strategies, Getting the Most from your EnvisionWare Installation, and other topics related to public computers and technology management.

On-Line Videos

• TROL-TV is our on-line TV Channel for short, informative programs that cover things like "The PC Reservation Booking Experience", "Staff Management of PC Reservation", "Removing and Servicing a Coin Mechanism in a OneStop(tm) or Renaissance Kiosk", and many more.

 Professional Services

• Professional Services is a group of Implementation Specialists that guide you through the process of automating a manual system, migrating from a legacy technology, and getting the most from your system.
  
• Our expert staff helps you understand every setting in the product and helps you with a basic or full turnkey installation.

Consulting

• When customers have infrastructure problems, our Professional Services and Support Groups can engage our advanced technology consultants to trouble-shoot networks, analyze packet loss, review security conflicts, and provide services beyond those directly related to EnvisionWare products.