Technical Support

We're here to help.

Please review the steps below if you need assistance with our tools.

What to do if you need help with our tools
The EchoSpan system is fully supported by an in-house, knowledgeable team. In order to maximize our ability to assist all customers quickly and effectively, please follow the steps below when you have a question or encounter a problem.

For answers to "how-to" questions or other functionality inquiries:
1. Review our comprehensive product guides for the answers to common administrator questions and short how-to videos.
2. If you have a Professional or Enterprise Edition subscription, attend a live training and Q&A Session. Hosted by an EchoSpan client manager, this webinar is an opportunity to see a walkthrough of a standard setup of a 360 project and ask questions about your project and process and receive immediate answers and instructions over the phone and web.
3. Contact EchoSpan technical support using the "Support" tab in the admin tool. For fastest service, be sure to include as much information about your question or problem as possible, including the user(s) in question, review form names, project names or error codes received. If your subscription includes dedicated or phone support, please feel free to contact us using the number(s) provided.
 
For application errors or system availability problems:
Contact EchoSpan technical support using the "Support" tab in the admin tool, or call our technical support team at 888-300-9978. If submitting a ticket online, be sure to select "System Error" as the Subject of the message. For fastest service, be sure to include as much information about your question or problem as possible, including the user(s) in question, review form names, project names or error codes received.

EchoSpan Onboarding and Additional Support Services

EchoSpan is dedicated to providing our customers an onboarding and support experience that enables them to successfully execute their project plan. Below you will find an overview of this program as you prepare to begin your reviews with EchoSpan.

Onboarding:

  • Web Based Training
  • Weekly Q/A Webinars
  • Setup Assistance*
  • Email Support
  • Scheduled Phone Support*
  • Configure SSO and API Connections*
  • Offered Monday - Friday 8am - 8pm US ET

Ongoing Support Services:

  • Web Based Training
  • Weekly Q/A Webinars
  • Email Support for How-To and Setup Questions
    • Example: How do I change a Target's Email Address?
    • Example: How do I Change a Rater's Review Status?
    • Example: Is it possible to allow a Target's Manager to view their report?
  • Scheduled Phone Support for How-To Questions* li>
  • Online Searchable Product Guides
  • On-Demand Training Videos
  • Step by Step Setup Guides
  • Offered Monday - Friday 8am - 8pm US ET
  • 24 Hour Support for System Availability Issues

Professional Services**:

  • Project Management Services
  • Support and Maintenance on Custom Development
  • Offered Monday - Friday 8am - 5pm US ET

*Included for Enterprise Accounts

**Optional for Enterprise Accounts, billed at $250 - $350 per hour

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