Ongoing service and support

Get ongoing support for your EPI-USE Labs investment.

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We're with you all the way

When you purchase an EPI-USE Labs product, you buy more than just a product; 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 service and support above and beyond the call of duty.

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It's amazing how quickly they come back - at times too quickly!

Neil Coleman, Systems Accountant, Worcestershire County Council.

What can you expect?
  • Immediate attention to and resolution of critical issues, with 24-hour product support
  • 24-hour access to the EPI-USE Labs Support portal to download latest releases for upgrades
  • Related user documentation to download
  • The option to log tickets requesting assistance
  • Online access to our team of experts worldwide, for support in English, Spanish, German, Italian, French, Dutch, Hebrew or Afrikaans
  • 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

Your feedback goes directly to development team leaders, who use it to ensure everything we offer, from products and skills to back-up service, meets the continually evolving needs of customers.

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 11,000 active users, it’s a thriving and active online community and an excellent platform for collaboration.

Premium Support Services

Premium Support Services are an additional option over and above our standard software support from our dedicated global support team. With our Premium Support Services, we offer customized advanced business expertise and services related to your EPI-USE Labs software, at a discounted rate, for a set number of days, months or years. Premium Support Service contracts allow you to leverage the EPI-USE Labs team for a variety of product work and/or services, including the examples below, to meet ongoing requirements throughout the year.