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Support Policy
Email
Any user may submit support questions via email through our online support form. Target response time is 2 hours.
Phone
Use toll-free telephone support at (888) 723-1419 during standard business hours.
Emergency
After-hours, on-call support for emergencies is available via the toll-free number above.
Hours of Operation
EVKO Support (phone/email) standard hours are 8:00am - 5:00pm CST on normal business days. Support is closed for company holidays, listed below.
Supported Issues
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Most issues can be handled directly by our support team.
Troubleshooting data or functional problems that result from how the system is being used.
Reporting of a system issue (bugs or system not available)
Customer service items (we'll direct you appropriately for billing/contract questions, ordering new services, etc.)
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Priority Levels
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Response time
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Effort
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Category 1: System problem that has resulted in a down situation in which a client is unable to access the system or significant functions thereof with critical impact on the client’s operations. A reasonable workaround is not available.
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30 minutes
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Work continuously to resolve
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Category 2: System problem that has resulted in a situation in which a client is unable to use a significant system function, but is able to continue working with other functions. The impact on the client’s operations is high but not critical.
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30 minutes
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Work continuously to resolve
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Category 3: Problem that does not seriously affect the client’s operations or schedules. A Category 1 or 2 Problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem.
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1 business day
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Normal business hours
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Category 4: All other problems with system other than those falling within the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications.
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1 business day
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Normal business hours
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