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Contacting Echo360 Support
Last Updated: Feb 26, 2018 01:26PM EST

This article applies to:  Echo360 Admins

Before You Contact Us

Please review our Support Overview documentation prior to first contacting Echo360 support. Each Echo360 client is entitled to two primary support contacts who should be the primary personnel opening support cases with Echo360 support. Please check with your help desk if you aren't sure who those contacts are at your institution.

Whether you contact us online or by telephone or email, please have the following information ready so that we can provide the most timely and productive response:

  1. Your contact information (name, telephone number, email address).
  2. Your operating system version plus any relevant third-party software versions (such as your browser).
  3. A description of the problem, including any steps taken to re-create the issue, if applicable.
  4. The issue severity you have assigned as response times may vary depending on severity.

Note: In order to engage Echo360's 24/7 global support process (during off hours), you will need to contact us online by creating a Severity 1 support case.

Online

For the fastest response time, please use our Resource Center:

https://echo360.com/resource-center/
Alternative steps
Once you’ve reported your issue, you will receive an automated reply that includes a case number for future reference.

To create a case online:

  1. Go to https://echo360.com/resource-center/
  2. Log in using your Resource Center credentials:
    Login section as described
  3. Click the “MY CASES” button:
    Cases button as described
  4. Click “CREATE A NEW CASE”
    Create case button as described
  5. Select your Case Priority:
  6. Select your Product Type:
    • Product Types are:
      • ESS: Legacy EchoSystem Server
      • ALP: Echo360 Active Learning Platform
      • Lecture Tools: Legacy Echo360 Lecture Tools (no longer supported)
      Product selection
  7. Provide your:
    • Name
    • Email Address
    • Subject: A brief description of your question or issue
    • Message: Details of your question or issue
    • (optional) Attach any relevant files that could help expedite resolution

Email

You may also send any support related inquiries via email. This will automatically generate a Severity 3 support case.
support@echo360.com
Once you’ve reported your issue, you will receive an automated reply that includes a case number for future reference.

Telephone

Telephone support is available during business hours, excluding Echo360 company holidays. If you leave a voicemail, that message will be reviewed immediately during normal business hours.
Region Hours of Operation Phone Number(s)
North America 
South America
Monday – Friday between 8AM – 8PM Eastern Time (ET) +1 703 667 7500
Europe 
Asia
Monday – Friday between 9AM – 5PM local UK time (GMT) +020 3026 3473
Australia 
New Zealand
Asia
Monday – Friday between 8AM – 5PM Western Standard Time (WST) +800 UTC Australia: 1300 324 600
NZ: 0800 324 600
Outside Australia: +61 6180 2799
c9f5f1d87ac29bd0c146e9565da3c739@echo360.desk-mail.com
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