Contacting Customer Support

Make sure you have all the needed information before contacting support. You can check to see what information is needed here.

ETO Support is available from Monday - Friday, 7:00 AM to 7:00 PM CT.

Our AU Support team is available Monday - Friday, 9:00 am ACT - 5:00 PM ACT (Sunday - Thursday 7:00 PM - 2:00 AM CT) to handle Australian cases and any other ETO critical case. More on AU Support here.

ETO Chat - Our fastest form of contact!

As of June 2020 all Enterprise Managers have access to ETO Chat. The feature can be enabled for Users on a role basis. Please see this article for more details.

Customer Portal

You can access the Portal from the Support link in the Help menu in ETO.  If you do not have a Portal account, email support@socialsolutions.com to request one. 

Email

You can email ETO support at this address: support@socialsolutions.com

Phone

Please see our updated support packages for phone support questions.

ETO Support: (866) 732-3560 ext. 2

Afterhours Emergency Support

If you are experiencing an issue that cannot wait until the next business day because it is halting your organizations ability to input data, please email us at support@socialsolutions.com. You can call our afterhours support line if it is critical and outside of operating hours. Afterhours Support information here.


Cases & Issues 

When users contact Customer Support, a case will be entered into our Customer Relationship Management (CRM) system resulting in a unique case number. This case number will be given to the customer and will be left open until the inquiry is answered or the issue is resolved. Each time a user contacts Support with a different question or issue, a new case will be entered into the CRM system and the corresponding case number will be issued to the customer. 

  • When you contact support, regardless of reason, we will log a Case.

  • When you email support, you will receive an automated email about the Case creation with the case number.

  • If you encounter what is determined to be a bug, we will log a defect and attach it to your Case so that you will be notified when the issue is resolved.

You can read more about our Case Priorities here.

Who should contact Customer Support?

  • ETO Administrators.  ETO end users should rely on their administrators for the answers to their technical questions.    

When should I contact Support?

General Questions about ETO

If you cannot find the information you are looking for in the Help Center or Knowledge Base, contact us!

General Results or Reporting Questions

General questions may be answered during a call. However, more complex inquiries may be referred to Professional Services.

Defects

If the software is not working properly or a user receives an error message, a case should be logged with Support. 

When should I NOT contact Support? 

User Account Questions

Support cannot provide password assistance for confidentiality reasons. Passwords can be reset from the "Manage User Accounts" page.  Administrators should be resetting passwords, locking, and unlocking accounts for their Users and managing any User account issues within their organization.   

What if I need more Support?

Contact your account manager or email accountmanagement@socialsolutions.com to discuss our support packages.  

Did this answer your question?