Stuck?  Get help on demand from Eloquent's product engineers.

Customers with annual support agreements may call or e-mail Eloquent for quick solutions to their problems. The agreement permits one designated contact and their alternate to make unlimited use of the Eloquent hotline for assistance.

Most issues are addressed immediately by the person answering your call. Customers are encouraged to escalate the contact if the help is required urgently, or in the unlikely event that a response has not been received within 4 hours.

Hotline Support:

For Best Results:

Please avoid using the support person's direct phone number or email address for leaving a message. If they are away from the office for a few days, you won't get an answer.

Use the addresses above. They are monitored by a number of people to ensure a quick reply. Within the body of the email you may still address the individual you have been working with to ensure continuity. But if he/she is not available someone else will respond.

• The hotline is handled by software engineers who normally answer the phone as soon as the call comes in; customers are seldom put on hold. Over 80% of their time is free to answer the phone. Our detailed time records show that less than 20% of their time is spent on the hotline support issues. The rest is on billable customer projects or Eloquent R&D projects.
• The hotline people get an in-depth knowledge of the application as well as the technology involved by assuming R&D responsibility, but customer support is always their top priority.
• They get practical first-hand experience by supporting customers using the Software-as-a-Service (SaaS) business, where 24/7 availability is expected.
• Hotline calls are seldom bug-related because all new releases of software are performance-proven in the SaaS environment prior to being released for on-site installation.
• Hotline calls are seldom environment-related because the software runs on any version of Windows operating system and is very compatible with other software on the same server.

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