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Support

Customer interaction is our business. Delivering superior customer experiences is our passion. eGain’s Technical Support team is dedicated to providing the solutions you need to keep your business on track.

To best meet your business needs, we offer a choice in support plans:

Standard support

eGain Standard Support provides technical support from 6 am to 6 pm Pacific Standard Time, excluding weekends and holidays; as well as access to all major and minor releases for eGain license holders. Two designated support contacts may log issues any time, day or night, through email.

Extended support

For mission critical priority support, Extended Support provides direct-to-expert access 24×365. Up to six designated customer contacts receive direct access to eGain technical support engineers familiar with your business. Your customer care team escorts support issues from inception to resolution, monitors and escalates support activity, and initiates monthly reviews consisting of in-depth analysis and understanding of business and customer service needs. Extended Support customers receive access to all major and minor releases for their eGain licenses.