Category: Customer Support

Maintenance

Overview

Empirix has a support and maintenance package that meets your needs.

Once you have invested in an Empirix solution, you will want to ensure that it is optimized for your environment. Your questions regarding the software or hardware (if included) will be answered, and any issues will be addressed promptly.

Support for purchased Empirix software

All software sold by Empirix comes with a 90 day warranty. Annual support is available and includes:

  • Phone/email/web incident submission
  • Access to esupport
    This customer-only, secure web portal contains downloads, updates, issue review, and updates, knowledge base, as well as FAQs.
  • Software release upgrades
    These software releases include new features and enhancements along with bug fixes.
  • Escalation procedures
  • Support center access from 8:00am - 8:00pm E.S.T

Support for purchased Empirix equipment

All equipment sold by Empirix comes with one year of support. This standard package includes:

  • Phone/email/web incident submission
  • Access to esupport
    This customer-only, secure web portal contains downloads, updates, issue review, and updates, knowledge base, as well as FAQs.
  • Software release upgrades
    These software releases include new features and enhancements along with bug fixes.
  • Hardware replacement program
    Equipment under a hardware maintenance agreement can be returned to Empirix for repair. Through our support organization, you will receive a return material authorization number and ship the equipment back to Empirix where it will be repaired and then returned to you.
  • Escalation procedures
  • Support center access from 8:00am - 8:00pm E.S.T

Additional support options

We offer additional support options for our Empirix OneSight for Contact Centers, Empirix Network-Wide View and Empirix Network Wide View for SS7 Signaling customers:

  • 24 x 7 days access via phone
  • Advanced replacement program (Empirix Network-Wide View and Empirix Network Wide View for SS7 Signaling and Performance/Functional Testing Service products only)

 

Next steps

 

Next steps

Policy details

Read more about Empirix's support and maintenance policy in the Support Maintenance Terms PDF.

How to buy

To purchase a support and maintenance package, or upgrade your current contract, please send an email to supportcontract@empirix.com.

 

Existing customers

We have a dedicated eSupport section with a range of contact options tailored to your needs.

Visit support portal