Customer Service may be provided by eOne’s sales and support team and is defined as:
- General inquiries about products and services.
- Assistance with licensing, registration key and account-related issues.
Training
A concise guide to assist users in optimizing software utilization. For in-depth training sessions, we recommend referring to our comprehensive bootcamps.
(For personalized Popdock training tailored to optimize your specific objectives, kindly initiate a support ticket. Outline your requirements, and we’ll promptly provide you with a customized quote for the training services you need.)
Bug Fixes:
Assistance with identifying and resolving software bugs.
(A reported bug or defect will undergo a comprehensive review process. Please be aware that determining an estimated time of resolution (ETA) may not be possible during this assessment. It is conceivable that, following the review, eOne may find that a solution cannot be offered for the reported issue—this might occur, for instance, if the newer version resolves the problem while the older version does not. Alternatively, eOne may propose a solution or workaround, and in such cases, additional cost estimates may be provided for the effort involved.)
Account Management:
Support for managing user accounts, subscriptions, and licenses.
*A support ticket should be dedicated to addressing a single issue, although it may also encompass related sub-issues. It is not advisable to include multiple unrelated issues within a single ticket.
*About Escalation: At eOne Solutions, we are committed to fairness and equality in our support services. We diligently address support tickets/incidents based on their order of entry into the queue and the level of urgency associated with the presented issues. Clients enrolled in specific support plans have the opportunity to escalate matters within predefined limits. Should you wish to take advantage of this feature, please notify our support team. It’s essential to note that inquiring about
or requesting updates on a ticket does not constitute the use of an escalation opportunity. Escalations are exclusively reserved for situations where you explicitly desire a ticket/incident to be prioritized at the forefront of our working queue, with dedicated support team resources assigned for a prompt resolution.