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Our Support Process
With 24/7 access, the Eureka Support Portal is a simple online solution to create and manage all the support queries you have with us.
- Log in to the system with your username and password.
- Manage your existing support cases or create new cases in our intuitive and powerful interface.
- Receive email notifications instantly when we respond to your cases.
- Unlimited access for system Users and Administrators
- Administrators can manage other team members and easily track their live and historic cases.
Telephone or E-mail Support
The consultant who answers your call may transfer you to the person best suited to resolve your enquiry, or arrange for them to give you a call back as soon as they become available. If your enquiry is regarding a report, a complex issue or an error message, it is best raised by e-mail with any appropriate prints, reports or screenshots attached and sent to email@example.com
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Our support team may request remote access to resolve your issue. To do this, they would request permission to log in to your PC directly using software called TeamViewer. Please be aware that you will be unable to use your PC whilst we are logged on and you may wish to log us on to a spare PC where possible.
Eureka Solutions pride ourselves on the support we provide and value feedback on our service. When your support call is closed you will be sent an e-mail requesting feedback via our CustomerSure system. Any feedback you provide is greatly appreciated and will be used to improve the service that we offer you and other customers.
Our normal support hours are 9.00am – 5.30pm Monday to Friday. Should you require emergency support out-with these times, please call 01355 581 960 for details of the mobile numbers you can call for urgent issues. Alternatively, email us on our support address at firstname.lastname@example.org. This address is monitored and we will endeavour to respond to your query as quickly as possible.
If you have any further queries on our support process, please do not hesitate to contact us and we will be happy to advise.