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24-hour support every working day
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Multilingual global support
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24-hour access to Client Central portal
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Detailed user documentation
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Comprehensive training options

We're with you all the way

When you purchase an EPI-USE Labs solution, you also get full access to a team of experts who are there to help you in every way possible. We back our products with exceptional service and support. You also get 24-hour access to Client Central, our unique online support portal and knowledge base.

What can you expect?

  • Immediate attention to and resolution of critical issues, with 24-hour product support every working day.
  • 24-hour access to Client Central – the EPI-USE Labs Support portal – to download latest releases for upgrades.
  • Related user documentation to download. All software and user manuals are available in English, with the option of German, French and Spanish for the most popular products. 
  • The option to log tickets requesting assistance.
  • Online access to our team of experts worldwide, for support in English, French, German, Spanish, Italian, Korean, Afrikaans and Dutch.
  • Use of the Problem Solving Assistant to place on record the troublesome scenario and send it to the support personnel, enabling them to simulate your situation and resolve it quickly (with Data Sync Manager and Query Manager).
  • A framework to provide feedback and suggestions for enhancement.

Our clients’ feedback shapes our thinking. Your feedback goes directly to development leaders, who use it to ensure everything we offer, from products and skills to back-up service, meets the continually evolving needs of our clients.

Client Central: Your collaborative online portal

Client Central is our unique online portal, serving not only as a support system, but also as a central repository for all EPI-USE Labs content and material. All our clients have access to Client Central and can find knowledge base articles, guides and videos, as well as log tickets for assistance.

With over 35,000 active users, it’s a thriving and active online community and an excellent platform for collaboration.

Unlock value with training and user documentation

We offer a wide range of training to help you expand your product knowledge. Get to know our solutions' features and latest enhancements through specialised training options, which are easy to follow at your own pace.

Our products come with dedicated user documentation for you to download. All software and user manuals are available in English, with the option of German, French and Spanish for the most popular products. 

Prepaid Client Services

Prepaid Client Services (PCS) are an additional option over and above our standard software support from our dedicated global support team. With PCS, we offer customized, advanced business expertise and services related to your EPI-USE Labs software, for an agreed amount of time. With PCS contracts, you can benefit from experts in the EPI-USE Labs team for a variety of product work and/or services to meet your specific requirements.

When I have an issue I will log an incident or a request for information on the Client Central portal, and the responses have generally been very good.

Neil Wilson, HR Functions Transformation, Global Financial Institution

Client Central is a great place for knowledge base articles, videos, hints and tips.

Cristy Oliphant, SAP HR Payroll Support Manager, Subsea 7

There are huge benefits to having essentially a whole support team in EPI-USE Labs, which just didn’t make sense to have in-house.

Dean Finlayson, Corporate Application Development Lead, Isle of Wight Council

I love EPI-USE Labs! I have enjoyed working with them for years, both the support and the training is great.

Cindy Thomas, IT Technical Lead – HR, Jabil

The added value that EPI-USE Labs brought was the support of the team. The guys themselves are fantastic and very supportive.

SAP Solutions Manager, leading British energy retailer

The support desk has been outstanding – we get quick reaction times, and the consultant that was involved in our project was flexible and very talented!

Jan Huizinga, Technical consultant, Rabobank
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