CUSTOMER SUPPORT CENTER

YOUR SUCCESS IS OUR MISSION. ANYTHING LESS IS UNACCEPTABLE.

18 Hours of Live Support

3:00am – 9:00pm EST / Monday – Friday

4 Support Languages

English, Spanish, Portuguese & German

SUPPORT TOOLS

eMaint University

Train online with 24/7 access to 150+ courses on eMaint training and best practices. To access, log in to your eMaint account and click “eMaint University” at the top.

The eMaint Community

Access all the tools you need to succeed, including articles, live chat, support cases, and an idea port. To sign up, click the link below and hit “Sign Up.”

The Knowledge Base

Search and locate 200+ articles, guides, FAQs, tips and tricks, and system documentation on eMaint and industry best practices. Access by clicking the link below.

RESPONSE TIME

Response time is defined as the length of time between when a call is received by our Support Department and when a Support Specialist contacts the client. eMaint provides response times based on the severity of the issue reported, but will often have a support issue resolved well within the time ranges indicated.

Critical

Response Time:1 hour or less
The customer’s application is down and inoperable. All users are unable to use the system. The customer’s productivity is threatened.

High

Response Time: 2 hours or less
Incident with the system that directly affect the functions essential for day-to-day operations for all users of the system.

Medium

Response Time: 4 business hours or less
The customer’s application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.

Low

Response Time: 8 business hours or less
The customer’s application or user productivity are not affected, or it is a procedural issue that is being reported.
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