Our support team is available to help with troubleshooting, bug reports, and identifying workarounds for your organization. We offer a variety of ways to get support so that we can best meet your needs.

Support Ticket Process

Our team responds to all support tickets within 24 business hours, with quicker response times on high priority and urgent tickets.

If you reach out to our team by email, a support ticket will automatically be created. Additionally, our team may create a ticket on your behalf for a phone call, live chat, or other outreach if additional follow up is needed to resolve your question or issue.

Each support ticket has a unique ID number that can be used to reference it with our team. Support ticket numbers follow the format “#123456” and are included in the email associated with the request.

Ticket status updates and responses from our team will be tied to your support ticket number and you will receive an email notifying you of the update. You can also access our support portal to review all of your tickets and see their status.

Understanding Support Ticket Statuses

All support tickets have an associated status, and the status is updated to reflect the state of the ticket, and the next steps required (if any). Your support ticket will have one of the following statuses:

Open - Our support team is reviewing your ticket and will be responding to you soon. This status applies to new tickets, tickets that you have provided a new response to, or tickets that have been escalated for further resolution or bug fixes.
Pending - Our team has requested additional information on this ticket, or a response is otherwise required. These tickets need your attention in order for a resolution to be reached.
On Hold - Our team has paused work on this ticket temporarily - either due to a request from you, the customer, to delay until a specific date (for things like vacation, cross-team involvement, etc.) or when we are working with our Engineering team on delivering a fix for an issue.
Solved / Closed - Echo360 support has resolved this ticket. Customer questions are addressed and any bug fixes have been deployed.

Bug Fixes and Prioritization

Echo360 includes resolved bug fixes in each product deployment, but may occasionally schedule a deployment that specifically resolves high priority bugs. We strive to provide as much notice as possible for these high priority bug fixes. When determining when to deploy these fixes, our team weighs the impact of disruptions related to deployments against the impact of the bug remaining in the product.

If our team determines that the reported issue is related to a bug, we will work with you to determine if a workaround is available, and the bug will be escalated to our engineering team for resolution.

Echo360 resolves bug tickets based on its priority category. The highest priority bugs affect the most customers and have the most impact. Bugs are typically escalated to engineering at a moderate priority level and may be adjusted up or down based on additional assessment.

Confirmed bugs are assigned a priority level based on their impact:

Priority 1 (Blocker) - Core functionality of the product is significantly degraded or non-functional, with no practical workaround available. These items are worked on immediately upon escalation and the resolution is deployed at the soonest feasible time.
Priority 2 (Critical) - Core functionality is degraded, but not significantly or there is a practical workaround. These items are worked on in the next available engineering sprint.
Priority 3 (Major) - Impacts non-core functionality with a practical workaround available. These items are worked on after all higher priority bugs are resolved, or if the resolution is related to a higher priority item.
Priority 4 (Minor) - No impact on functionality, related to a cosmetic issue. These items are worked on at the discretion of Echo360, or if engineers are already working in the related product area.