EPI'S EMERGENCY NIGHT TIME SUPPORT LINE SHOULD NOT BE
USED FOR NON-EMERGENCY SUPPORT CALLS
Emergency night time, weekend and holiday support is intended to service customers who require
support for failed or failing services for which EPI has direct
administrative support responsibility. Some examples of valid emergency
situations include:
- An inability to connect to an EPI hosted service.
For this type of error you should confirm that other Internet services
are working correctly before calling EPI. For example, you should
confirm that you are able to use your web browser to reach a well known,
public web site such as
www.microsoft.com or
www.cnn.com.
- You are receiving errors on your web site or with
some other EPI hosted service that seem to indicate that a database or
other required service is unavailable.
- You are receiving errors that indicate a serious
or chronic problem accessing your email.
- You are unable to publish a web site or other
service using credentials supplied to you. Note: Passwords are case
sensitive. Be sure you do have your caps lock key depressed.
The Emergency Support Line
is not intended to provide general non-emergency support. For example, it is not intended to provide assistance
with the installation of desktop
software such as Microsoft Outlook or for other non-emergency services such as
requests to add or remove user accounts from various services, manage
passwords, etc. If, due to personal scheduling needs, you anticipate that
you will require evening or night time support for non-emergency
services then you should contact EPI during the day and arrange to
schedule evening or weekend time with one of our technicians.
If you do call our emergency support line to request non-emergency
service then please note that a minimum 30 minute service fee of $125.00 may be invoiced to
your account. This first 30 minutes of your support call includes the
call-out fee paid by EPI to technical support staff on call. Beyond 30
minutes, the hourly rate for non-emergency service is $250.00 per hour.
These rates DO NOT APPLY to emergency situations as described above.
By calling our emergency support line for non-emergency
service you agree that you will
be responsible for these fees and for payment to EPI of any additional
service fees that may result. |
If you experiencing a
service failure that requires immediate attention then you should contact
EPI by telephone. Do not rely on email as a means of reporting service
failures.
- During EPI's normal office hours
you should contact EPI at (905) 415-0101 and ask for technical support.
If your web site or service is down then be sure to tell the person you are
speaking to that you are experiencing a service interruption.
EPI's normal office hours are 8:30AM to 5:00PM Eastern Standard Time
(EST) Monday to Friday.
- Outside of EPI's normal business hours you should contact EPI's
after hours support line at (416) 330-2702. This telephone number
reaches a pager service that will contact an EPI support person who will
typically respond to your page within 20 minutes. Callers should leave
their full ten digit telephone number and a description of their
problem.
Regardless of circumstances, you should always follow-up your support
call with an email to
techsupport@epidirect.com. This email should include:
- Your name.
- Your telephone number.
- Your email address.
- The name of your business.
- The name of the service (for example your web site name).
- A detailed description of the problem.
- If you have contacted EPI by telephone, the date and time you
contacted EPI.
- If you have spoken to an EPI employee, the name of the person you
spoke to.
Do NOT rely on emails to
techsupport@epidirect.com if your service is experiencing a serious
problem requiring immediate attention. For fast response, call our office
or the EPI after hours support line, then send a follow-up email.
Helpful Tips:
About 1 out of every 20 pager message requests received by EPI are
missing vital information or cannot be understood due to garbled words, poor
phone quality or missing information. Here are some rules that
you should follow when contacting EPI by telephone:
- Speak slowly and clearly.
- Be sure to tell us your name, your telephone number and the name of
the business that you represent.
- Be sure to provide a clear identification of the service that
requires our attention and a description of the problem you are
experiencing. Messages such as "Hi, this is Charlie and my web site is
down" don't give us enough information.
- If you are leaving a recorded message, repeat your telephone number
(as in "My telephone number is 999-555-1212 extension 32, that's
999-555-1212 extension 32.). This helps us if for any reason part of
your telephone number could not be understood.
- Be sure to include your full 10 digit telephone number. EPI cannot
return calls without knowing your area code.
- Do not supply us with a telephone number that is blocked or cannot
be reached from our calling area code (we will be calling you back from
either a 905 or 416 area code).
If your service is critical, you might consider subscribing to one of
EPI's various monitoring services. These monitoring services will
automatically notify an EPI representative if your service is not
responding. For information on available monitoring services, please contact
EPI at (905) 415-0101.
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