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eGain support
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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 24x365.
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.
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