EnvisionWare World Class Support
EnvisionWare support services are regarded as the best in our industry. We continue to strive for excellence in support, Professional Services (Implementation planning and installation), and related services that facilitate maximum benefit from the use of EnvisionWare products.
Support for Existing Customers
Existing customers: Access the support site for Registered Users by clicking on the icon to the left. Please note that Traditional licensing is no longer supported for access to the Next Generation web site.
Do you have your Customer Record email? Log in here: View My License
Other Support Features
- Feature Request
- HelpLink : Tools for quick diagnostics and real-time support
- Language Translation Tool: useful for supporting EnvisionWare Dynamic Language Technology
- Listserve Subscription Management and Archive
- Live Chat : chat live with EnvisionWare from your browser right now!
To learn more about EnvisionWare Support and Professional Services, please visit the menu choices to the right. In addition to discovering more about services you'll have access to helpful tools on our favorite links menu.
Note for Traditional Licensing Customers
If you do not have your new, Next Generation Customer Record document that includes your Customer Number and Password, please click here to register for a Next Generation license.
- The license upgrade is at no cost to customers under a current maintenace contract.
- A license upgrade is required to access our downloads, knowledge base, and other components of our support system.
- A license upgrade does not obligate you to upgrade your current EnvisionWare software.
- All previously-supported releases are available to Next Generation licensees.
Downloads and Documentation for Evaluation/Demo Customers
- You must first contact a sales representative to obtain a demonstration/evaluation license.
- You will be notified by our Operations Group when your license is activated by an email containing a CUSTOMER RECORD.
- Use the information in the CUSTOMER RECORD to access the REGISTERED USER SUPPORT section above.
- Your temporary, time expiring license will provide access to documentation and software downloads and will activate the products for which you are licensed for demo/eval.
- Click here to access the support site for Registered Users or use the Registered Users icon in the above section.
Comprehensive Support Services
New to EnvisionWare or just browsing? We have a remarkable story to tell about service. Here's a quick look at the support services provided by our World Class Support Group:
Telephone Support: 8:30am - 7pm ET Mon-Fri PLUS our optional Premier Support Program: 24x7
- Toll Free in the US
- 9 out of 10 calls are answered immediately by a support technician.
- All calls receive a reply within 2 hours
- Email and Web Support Request during same hours as telephone above.
On-Line Customer Ticket Management
- Create and monitor your own support tickets.
- Review history and current tickets open.
- Access your data through our SalesLogix Customer Support Portal.
LiveChat
- Our new LiveChat service provides instant mouse-click IM communications with our support center.
- LiveChat can take full remote control of your PC (with your permission) using a transient Central Management Client
- LiveChat Channels: Support, Professional Services, Consulting, Sales, and PreSales Support
Downloads
- Download software and PDF product manuals whenever you want.
- Apply cumulative updates at your leisure.
- All custom requests are released in STANDARD releases; everyone is supported on the same code base.
- Apply updates to management components which then auto-update Clients and other peripherals.
- Perform a rolling update one location at a time or use Central Management for a system-wide update at the click of a mouse.
Knowledge Base
- Your on-line KB resource is OUR support database.
- Contains over 3,000 articles including actual support tickets, standard problems and resolutions, latest indexed technical manuals, application notes, and related articles.
User List
- ListServ Subscription control panel
- Our User-to-User list serve is one of the best public PC management forums in the industry
- Not limited to EnvisionWare products, the list@envisionware provides tips on adoption of new operating systems, Active Directory ideas, policy forums, and a plethora of other great dialogs about PC management and public computer issues.
- Open to anyone (except competitors)
List Archives
- We've indexed our List Archives so that newcomers can benefit from past 'conversations'.
- Learn from industry leaders and see firsthand how problems are addressed and how customers collaborate toward resolutions.
Web Seminars
- Using EnvisionWare's web scheduler, we maintain routine schedules of training classes on new releases, update strategies, Getting the Most from your EnvisionWare Installation, and other topics related to public computers and technology management.
On-Line Videos
- TROL-TV is our on-line TV Channel for short, informative programs that cover things like "The PC Reservation Booking Experience", "Staff Management of PC Reservation", "Removing and Servicing a Coin Mechanism in a OneStop(tm) or Renaissance Kiosk", and many more.
Professional Services
- Professional Services is a group of Implementation Specialists that guide you through the process of automating a manual system, migrating from a legacy technology, and getting the most from your system.
- Our expert staff helps you understand every setting in the product and helps you with a basic or full turnkey installation.
Consulting
- When customers have infrastructure problems, our Professional Services and Support Groups can engage our advanced technology consultants to trouble-shoot networks, analyze packet loss, review security conflicts, and provide services beyond those directly related to EnvisionWare products.