Before You Contact Us

Please review our Support Overview documentation prior to first contacting EchoVideo support. Each EchoVideo client is entitled to two primary support contacts who should be the primary personnel opening support cases with EchoVideo 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://support.echo360.com

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://support.echo360.com and click Sign in on the top right:
2. Log in using your Resource Center credentials:
   
3. Click Submit a request:
   
   
   
4. Select your Case Severity:
   • See our definitions here.
   • 
5. Provide your:
   • Subject: A brief description of your question or issue
   • Description: 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.