Effective communication is essential during planned maintenance, product updates, service disruptions, and support requests. This article explains the official Echo360 communication channels, who receives each type of communication, how notifications are managed, and what to expect during incidents and escalations.
Official Communication Channels and Customer Contacts
Learn which communication channels Echo360 uses for outages, maintenance, product updates, security advisories, and support cases, along with the contacts associated with each channel.
| Category | Channel | Associated Contacts |
|---|---|---|
| Outages / Incidents | status.echo360.com (allows subscription via email, SMS, etc.) | Subscriptions are managed by individual users, not Echo360. |
| Security Advisories | In-app messaging | In-app messaging goes to active users within the platform. |
| status.echo360.com | Subscriptions are managed by individual users, not Echo360. | |
| Direct email | Direct email contacts are managed via your CSM. | |
| Planned Maintenance | status.echo360.com | Subscriptions are managed by individual users, not Echo360. |
| Product Changes | Release Notifications (via status.echo360.com) | Subscriptions are managed by individual users, not Echo360. |
| Deployment Notes article (via support.echo360.com) | Deployment Notes also offer Follow subscriptions, which are managed by individual users rather than by Echo360. | |
| Roadmap (via eplcommunity.echo360.com) | Our ePL site requires account validation for login; all new sign-ups are vetted and approved by Echo360. | |
| In-app messaging | In-app messaging goes to active users within the platform. | |
| Support Case Updates |
|
Two designated technical contacts per account for the Customer Support Portal (the only channel that triggers follow-the-sun / off-hours escalation).
|
| Direct email | The user who submitted the support case always gets email updates from support@echo360.com. |
Email / Subscriber Details and Preferences
Review who can subscribe to each communication channel, whether distribution lists are supported, and who is responsible for managing notification preferences.
| Category | Channel | Associated Contacts |
|---|---|---|
| Support Portal | Two designated technical contacts per account. | Managed by the technical contact. |
| Yes, you can use distribution lists. | ||
| Status Page | No limit. Customers manage their own subscriptions via email, SMS, webhook, RSS, and other notification methods. | Managed by the subscriber. |
| Distribution lists are possible but discouraged, as any recipient can unsubscribe from the list. | ||
| Direct Email | support.echo360.com | Not applicable. |
| In-App Messaging | No limit - based on your active users within the platform. | Not applicable. |
| Messaging is role-based and will go to users with the Admin role. | ||
| ePL | No limit. Individual user accounts are recommended. Distribution lists are not supported or recommended, as each account should use a unique work email address for authentication, password resets, and account ownership. | Managed by the individual user. |
Incident and Security Communication Timelines
Understand the expected timeline for incident communications, including initial notifications, ongoing status updates, and post-incident reports.
| Milestone | Target |
|---|---|
| Initial status page event | Within 30 minutes of issue identification. |
| First customer-facing update (Disruptions) | Within 1 hour of the status event. |
| Ongoing update cadence | Status page updated at regular intervals, hourly. |
| RCA / Final Incident Report | Yes, published to the status page and any open support tickets within 1 business day of resolution. |
Escalation and Sev-1 Process
Learn how to initiate a Severity 1 (Sev-1) support case, what response times to expect, and how Echo360's 24 / 7 support and escalation process operates.
Sev-1 and 24 / 7 Emergency Coverage
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Submit a Sev-1 case through the Customer Support Portal to trigger the process.
This is the only method that engages the 24 / 7 follow-the-sun off-hours support process.
- The response SLA is 2 business hours, with Sev-1 cases covered 24 hours a day, 7 days a week, 365 days a year.
- Support has an on-call rotation to cover weekends, holidays, and off-hours.
- Echo360 uses a follow-the-sun support model to ensure that a Support Engineer is available to assist you 24 hours a day, 7 days a week.
Escalation Path for Customer-Facing Issues
Request an escalation through your Customer Success Manager (CSM) or by submitting a ticket to Support.