24/7 Help Desk - EdOneSolutions

Critical System Emergency?

For production outages and critical system failures

EMERGENCY ESCALATION

Our Response Time Commitment

< 15min

Critical Issues

CRITICAL

< 2hrs

High Priority

HIGH

< 8hrs

Medium Priority

MEDIUM

< 24hrs

Low Priority

LOW

Live Chat Support

Instant help from our technical experts. Available 24/7 for all subscription tiers.

Start Live Chat

Email Support

Detailed technical assistance via email. Include logs and screenshots for faster resolution.

Send Email

Mobile Support App

Access support on-the-go with our mobile app. Monitor tickets and get real-time updates.

Download App

Video Call Support

Screen sharing and video consultation for complex technical issues. Enterprise tier only.

Schedule Call

AI Assistant

Get instant answers to common questions with our AI-powered support assistant.

Ask AI Assistant

Support Portal

Track tickets, view status updates, and access your support history in one place.

Access Portal

Frequently Asked Questions

How do I escalate a critical issue?

For critical production issues, use the Emergency Escalation button above or call our hotline. Critical issues are defined as complete service outages, data loss, or security breaches affecting production systems.

What information should I include in my support request?

Please include: Service/feature affected, error messages, steps to reproduce, expected vs actual behavior, affected user count, and any relevant logs or screenshots. This helps us resolve issues faster.

Is support available for all subscription tiers?

Yes! All tiers get 24/7 support. Starter: Email + Chat, Professional: Email + Chat + Phone, Enterprise: All channels + dedicated support manager + video calls + priority escalation.

Can I get help with API integration?

Absolutely! Our technical team provides integration support, code reviews, and best practices guidance. Check our Documentation and Integration Guides first, then contact us for personalized assistance.

How do I check the status of my support ticket?

Log into the Support Portal with your account credentials. You'll see all your tickets, their current status, assigned technician, and estimated resolution time. You'll also receive email notifications for updates.

Premium Support Features

Dedicated Support Manager

Enterprise customers get a dedicated support manager who knows your setup

Priority Queue

Skip the line with priority ticket processing and faster response times

Health Monitoring

Proactive monitoring and alerting to prevent issues before they occur

Custom Training

Personalized training sessions for your team on platform best practices