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Savance EIOBoard Support

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What comes with our yearly support package?
Posted by Elizabeth Stanley on 17 September 2021 03:04 PM

Basic Features

Included with your support package
  • How to Contact Support: https://www.eioboard.com/Contact-Us.aspx
    • Email: Support@eioboard.com
    • Phone: Call our support line at (248) 478-2555 and dial option 2 for support.
    • Create a Ticket: You can bookmark our 'New Ticket Support' page. This is the easiest way to get support in your inbox.
    • https://support.savance.com/index.php?/eioboard/Tickets/Submit
    • Chat: Additionally, we have a 'Live Chat' feature on our EIOBoard site that reaches any available support person. Please note our live chat hours of availability are our regular office hours - 7 AM EST to 6 PM EST
  • Response Time
    • Regular Support Hours: 7 AM EST to 6 PM EST M-F
    • 24/7 Call Center: Support requests can be created at any time to allow proper triage.
    • Regular Response Time: We will respond within 24 hours to all support requests
    • Super Critical Response Time: We will do our best to respond within <4 hours
      • If the issue is supercritical, mention that your issue is super critical to alert a broader team giving us greater visibility at all hours of the day or night
  • Hardware
    • Our policy is to stand by the manufacturer 's warranty and as long as you are in support, we will help facilitate manufacturer warranties, and then provide you with the best options. If you are outside of the manufacturer warranty, unfortunately we are not able to offer extended warranties on hardware.
  • “What constitutes a super critical issue?”

    • Server Down (affecting all users)
    • Vital kiosks down that affect client's checking in (main kiosk in main entry or both kiosks in an entry, etc.,)
    • Door Relay(s) down that affect security and direct access check in
    • Inability to check in patients/visitors for any reason
    • No one can access the system (Cloud or Internet down)
    • Access Control Integration down
    • Vital mustering tablet down (when emergency prevention is required)

Professional Services

Not Included in Standard Support Package (contact our sales department at sales@eioboard.com or by calling us at 248-478-2555 for quote and payment assistance)

  • Design Changes
    • Status Board Redesigns
    • Visitor Screening Redesigns
  • White Glove Upgrade
    • We do offer a service wherein we will log in remotely and handle the entire upgrade process for you, from start to finish. This service referred to a "White Glove Upgrade" is priced at $300.00 for a scheduled 2-hour block.
  • Server Moves/Migrations
    • https://support.savance.com/index.php?/eioboard/Knowledgebase/Article/View/206/0/policy-on-assisting-a-customer-with-an-eioboard-server-move-and-upgrades
  • Consulting Hours
    • Training: http://www.eioboard.com/HelpfulGuidesandPages/Training.aspx
  • Health Screening to Normal Screening Conversion
  • Custom Features and Modifications