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Get help from the e-Con Support Knowledge Base or send a Support ticket
If you have a question about the use of e-Con, or you are experiencing issues, please visit the e-Con Solutions Knowledge Base at support.e-consolutions.com. You can browse different categories or search using key words.
If you are unable to find the information you need, please create a support request by clicking Contact Support.
Start by typing the message subject. While you type, the entry screen will search the knowledge base and present articles that may help you resolve your issue.
Please enter your request in English to make sure the knowledge base will display relevant articles.
If you cannot find the answers you need for your issues, continue entering the support request by filling out the form. Important tips:
- Make sure the message subject clearly defines the issue at hand.
- Next, enter the priority. Please note that the support engineers at e-Con Solutions may lower the priority of your request if it is set incorrectly.
- To speed up the support process, please enter the e-Con version, product, and back-end system.
- Next, give as much information as possible about the issue at hand.
- You can attach one or more files that contain screen shots, trace files, and other information that may assist the support engineers.
- Make sure you include a detailed reproducible scenario – that’ll help us help you a lot quicker!
- When you have finished completing the form, click Send message.
You will receive a response email message. Please reply to this message if you wish to provide additional information, or inform e-Con Solutions Support of status changes. You may also reply to other messages you receive from Support about this issue.
Severity 1 Rating – Business Stand Still: Means that Reseller’s Customer’s production system is at a halt and is unable to process data through the Software as a result of a catastrophic event in the Software in a critical processing period.
Severity 2 Rating – Complex Work Around: Means a non-critical Error in the Software that affects the daily operations of the Customers business, where the Customer is able to continue to run the system and/or application or a workaround is available, however complex.
Severity 3 Rating – Minor Problem: This is a request for a change that does not affect the daily operations of a business or impact the Customer’s ability to continue to run the system or application.
Severity 4 Rating– Simple Work Around: Means a non-critical Error in the Software that affects the daily operations of the business, where the Resellers Customer is able to continue to run the system and/or application or a workaround is available.
Technical Support Response Times.
Technical Support is available during Support Hours with the following Response Times:
a) Severity 1 Rating “Business Standstill” – response within 2 hours during working support hours, which are 08:30 till 17:00 CET.
b) Severity 2 Rating “Complex Workaround” – response within 24 hours during working support hours, which are 08:30 till 17:00 CET.
c) Severity 3 Rating “Simple Workaround” or “Minor Problem” – response next Monday during working support hours, which are 08:30 till 17:00 CET.