Contacting Support
To make Support accessible to all our customers, here are the hours and contact information for each region. Contact ECI Support near you, except during holidays, which are listed in the Company Holidays section below. To use the links below to contact us, please copy these links and paste them into your email application.
We also offer after-hours emergency support for a small additional fee. To contact Support:
-
In North America, our Support team is deployed around the country.
Our regular hours are from 7:00 am - 8:00 pm Eastern time, Monday - Friday.
Telephone: [1]
Email: support_spruce@ecisolutions.com -
In Europe, we offer Support from our UK office.
Our regular hours are from 8:30 am - 6:00 pm, GMT Monday - Friday.
Telephone: [44] 0333 123 0444.
Email: support_europe@ecisolutions.com. -
In the Asia/Pacific region, we offer Support from our Melbourne office.
Our regular hours are from 8:00 am - 6:00 pm AEST.
Telephone: +61 03 8831 9000, Option 1 or 1300 135 850.
Email: support@ecisolutions.com.
Company Holidays
Our offices are closed for the following holidays as specified for each region.
When these holidays fall on weekends, we send out a communication to all customers to explain the Support schedule for that day.
| Holidays 2024 | North American Region | European Region | Asia/Pacific Region |
| New Years Day (January 1) | X | X | X |
| Australia Day (January 26) | Standard Support | ||
| Wellness Day (March 8) | X | X | X |
| Labour Day (March 11) | Standard Support | ||
| Good Friday (March 29) | X | X | |
| Easter Monday (April 1) | X | X | |
| ANZAC Day (April 25) | Standard Support | ||
| May Day (May 1) | X | ||
| Early May Bank Holiday (May 6) | X | X | |
| Memorial Day, Spring Bank Holiday (May 27) | X | X | |
| King's Birthday (June 10) | X | ||
| Independence Day (July 4) | X | ||
| August Bank Holiday (August 26) | X | ||
| Labor Day (September 2) | X | ||
| AFL Grand Final (September 27) | Standard Support | ||
| Melbourne Cup Day (November 5) | Standard Support | ||
| Thanksgiving Day (November 28) | X | ||
| Black Friday (November 29) | X | ||
| Christmas Eve (December 24) | X | ||
| Christmas Day (December 25) | X | X | X |
| Boxing Day (December 26) | X | X |
Contacting Support by Phone and Email
Most of our Support and Implementation staff are regionally deployed, so phone calls are the most effective way to reach us. Our Support team prioritizes telephone calls over email contacts; however, for non-critical issues or questions, email is useful, particularly for providing screen shots and detailed content. Please do not use email in an emergency, when you need immediate assistance. If you contact a specific person directly, the response time may be significantly longer due to a number of factors (they may be on-site training, in meetings, on vacation, etc.) so we do not recommend it.
Off-Hour Emergency Support
We are here to support your business! After hours, call the appropriate number above and Support will evaluate your issue. If it is an emergency, we will begin working on it immediately. If we think your issue is best handled during regular Support hours, when the work would not be billable, we will let you know and contact you at that time.
What about the Customer Portal?
You can also use the Customer Portal to get Support assistance you need. This portal also offers training videos, FAQs (frequently asked questions), ActiveReports® templates, General System Requirement documents (by Region), a user forum for questions and answers, and other downloads that may be useful. To access the Customer Portal, click this link and create an account or log in. Each of your team members who use the application can sign up for access to this portal.