Support Policy

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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

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.)


Priority Levels

Priority Level Definition Response time Effort
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. 30 minutes Work continuously to resolve
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. 30 minutes Work continuously to resolve
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. 1 business day Normal business hours