EchoVideo
Review the Support Overview documentation before 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. Check with your help desk if you are unsure who those contacts are at your institution.
Whether you contact us online or by telephone or email, have the following information ready so that we can provide the most timely and productive response:
- Your contact information (name, telephone number, email address).
- Your operating system and any relevant third-party software versions (such as your browser).
- A description of the problem, including any steps taken to re-create the issue, if applicable.
- The issue severity you have assigned as response times may vary depending on severity.
To engage EchoVideo's 24 / 7 global support process (during off-hours), you must contact us online by creating a Severity 1 support case.
Online
For the fastest response time, use our Resource Center:
Once you have reported your issue, you will receive an automated reply with a case number for future reference.
To create a case online:
- Go to https://support.echo360.com and click Sign in on the top right:
- Log in using your Resource Center credentials:
- Click Submit a request.
- Select your Case Severity.
- Provide the following:
- 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
You may also send any support-related inquiries via email. This will automatically generate a Severity 3 support case.
Once you have reported your issue, you will receive an automated reply with 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 |
Monday – Friday between 8 AM – 8 PM Eastern Time (ET) |
+1 703 667 7500 |
|
Europe |
Monday – Friday between 9 AM – 5 PM local UK time (GMT) |
+44 20 3026 3473 |
|
Australia |
Monday – Friday between 6 AM – 4 PM Western Standard Time (WST) +800 UTC |
Australia: 1300 324 600 |
EchoExam, EchoPoll, PointSolutions
Whether you contact us online, by telephone, or by email, have the following information ready so that we can provide the most timely and productive response:
- Your contact information (name, telephone number, email address).
- Your operating system and any relevant third-party software versions (such as your browser).
- A description of the problem, including any steps taken to re-create the issue, if applicable.
Online
For the fastest response time, please use our Support Contact Form:
https://echo360.com/get-support/
Once you have reported your issue, you will receive an automated reply with a case number for future reference.
You may also send any support-related inquiries via email. This will automatically generate a support case.
Once you have reported your issue, you will receive an automated reply with a case number for future reference.
LiveChat
LiveChat support is available during business hours, excluding Echo360 company holidays, by clicking the LiveChat icon in the lower-right corner of any page at echo360.com.
| Hours of Operation |
|---|
|
Sunday – Friday 24 hours a day Eastern Time |
Telephone
Telephone support is available during business hours, excluding Echo360 company holidays. If you leave a voicemail, that message will be reviewed during normal business hours.
| Hours of Operation | Phone Number |
|---|---|
|
Monday – Friday between 8 AM – 8 PM Eastern Time (ET) |
+ 1 877 ECHO360 x2 + 1 877 3246360 x2 |