EnvisionWare World Class Support
EnvisionWare Support Services are in the process of migration to the Customer Center. During this period, customers must use the Legacy Support Site to access downloads and LiveChat.Legacy Download Site (7-Digit Customer Number / Preset Password)
Downloads | LiveChat
Existing customers: Access the Legacy Support site for Registered Users by clicking on the icon to the left.
Currently, this is the only source of downloads and LiveChat access.
EnvisionWare Customer Center (Email Address / Password)
Cases | Issues | Estimates | Purchase History | RMAs | Enhancements | Forum Subscription
Release Notes | Statements | HelpLink | Solutions | Payments | Orders | Invoices | Documentation
NOTE: All services on the Registered User Support Link above are being migrated to the Customer Center. There are different access credentials required for each. The credentials for the above link will be eliminated when all services have been migrated to the Customer Center. If you are a registered user and you have not received your access information for the Customer Center, please click here.
About the Customer Center
The EnvisionWare Customer Center is the most complete self service portal for a customer/vendor partnership. Your sales, accounting, and support relationship can be managed conveniently at the Center. You may use the link shown above or bookmark system.envisionware.com. If you already have your login credentials (your email address and a password assigned at initialization and changed by you during login) then just click on this link. If you do not have credentials, click here to request your login information.
Once there, a Guide to the Customer Center provides a short movie that illustrates navigation, specific to Case management, but useful for general operation in the Center. The Knowledge Base contains articles related to product Support as well as articles covering Customer Service, Accounting, Professional Services, and other useful tips for managing your relationship with our Company online.
Your menu choices may vary depending on access. Standard access provides all Customer Center options including accounting and support functions. Support-only access has no accounting capabilities. View a large image of the Main Menu and read details about choices, users and access levels, and default configuration choices.
As always, anyone in our Company would be happy to answer questions and help you with orientation but only our Operations group can issue login information if you do not have that information already.
Other Support Features - Available here and at the Customer Center Site
- Enhancement Request - Customers must log in to submit an enhancement request. Our new system links your request to your account so that you can track progress.
- HelpLink : Tools for quick diagnostics and real-time support
- Language Translation Tool: useful for supporting EnvisionWare Dynamic Language Technology
- User Forum Registration: An lively customer forum where customers from around the world share ideas and solutions. If you're already a member, visit forum.envisionware.com to log on.
- LiveChat : Please log in above to access EnvisionWare LiveChat
To learn more about EnvisionWare Support and Professional Services, please visit the menu choices to the right. In addition to discovering more about services you'll have access to helpful tools on our favorite links menu.
Downloads and Documentation for Evaluation/Demo Customers
- You must first contact a sales representative to obtain a demonstration/evaluation license: APAC Customers | US/Canada/Americas/Europe
- Your sales representative will forward an email with your demonstration license, which you can use to log in and download products and documentation.
- Use the information in the CUSTOMER RECORD to access the REGISTERED USER SUPPORT section above.
- Click here to access the Legacy Support site for Registered Users or use the Registered Users icon in the above section.
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.
Customer Center Main Menu
This sample screen illustrates the options available to you at the Customer Center. This image illustrates the Standard role in which all services are available. A special Support-only role is available by request which limits certain users' access to support-related functions and removes all accounting links.
When you become a customer or upgrade, you receive your credentials automatically via email. The email provides your login ID which is your email address and a default password that is unique to your organization. You are required to change the default when you first login.
For new customers, the primary billing contact receives access information. He or she may request that others be added to the system or other users at the site may make a request directly on the Support page of this web site.
Existing customers that receive access information include the billing contact as well as anyone that has opened or closed a Support case with us. By default, all users are configured with the Standard role. Our Operations group will adjust access credentials and add more users at your request.
Our goal is to deliver a comprehensive set of online, self service tools to facilitate 24 hour access to information about our relationship. We value your feedback as we continue to expand and improve our online service offerings. At the moment, downloads and documentation remain controlled under the legacy access scheme but we are in progress on development of a new solution in which all services are available using a single sign-on to the Customer Center.
