Contacting Technical Support

Contact Information: Tel. 905.707.1234 | techsupp@esna.com

Hours of Operation: Mon - Fri, 7am - 7pm [EST]

Important Resources

• EASE Portal
• Site Support Renewal
• Pre-Install Checklist
• Support Documents

Emergency Information:

Extended notification service is available for emergencies after hours. A Technical Support Engineer is always on call within these hours, and your call will be returned within the hour.

Non-Emergency Information

Sometimes an installer wishes to perform the installation outside of these hours and wishes that Technical Support be made available upon demand. In this instance, Esnatech requires 48 hours notice in order to have somebody available, and a charge may apply for the after hours service.

Before Calling For Technical Support

1. Have your PIN number ready
2. Make sure that the problem being reported can be reproduced
3. If the problem is intermittent try to determine if the problem is traffic or port related
4. Make sure all cable connections are secure

To expedite a solution to the problem, gather the following information about the site:

1. Sentinel number
2. Which product platform are you calling about (exact version number)
3. Number of ports
4. Type of integration used
5. Telephone system manufacturer, model and software version
6. Original installation date of the system
7. Any recent changes to the telephone system or the voice mail system
8. Procedures for accessing the modem (such as telephone system extension number, mailbox number etc.)
9. Extension numbers of the voice mail ports

EASE (Esnatech Assistance, Solutions and Education)

EASE is a web portal specifically designed to streamline the support process involving the Office-LinX line of products. Each user who is assigned an EASE account will be able to keep track of their site(s) and also have instant access to all the cases (tickets) associated with the site(s). This allows the users to keep track of open issues instantly, rather than having to rely on customer service or support staff to receive updates or information regarding the cases.

EASE also contains a large knowledge base of answers to your potential site issues. You can easily search through the entire knowledge base or view popular entries which may be relevant to many sites. By having access to the entire support cycle through the web interface, you will be able to streamline your support process by having freedom of access. There is no need for you to be tied to a support telephone call when you can easily submit and view all your cases online.