As eTool continues to grow, so do the needs of our customers. Over the years, we have identified that there is a growing demand for more advanced and project specific support. We now realise that our ‘standard support’ platform is no longer appropriate for providing that level of support which is often time-critical. Our team contains a wealth of knowledge and experience that needs a better platform so that we can more effectively provide that support to our clients.

In order to deliver this level of support successfully, we have provided the list below to differentiate between what issues fall under ‘Advanced Support’ or ‘Standard Support’.

Standard Support

Advanced Support

All software specific matters (bugs, errors, registration/login, subscription/payment & organisation level management/administration issues or questions etc.)

Project specific questions and concerns
General LCA questions Require specialist level LCA experience, knowledge & mentor-ship

Will be subject to our SLA response times

Session will need to be booked via a booking page to ensure timely support

Available to all eTool users

Prioritised above Standard Support
  Add-on to any paid subscription at an additional cost

 

Please note that new Specialist Hotseat subscribers will receive complimentary 5 hours of Advanced Support sessions for the first 12 months. You can refer to our eTool Pricing Guide page for more details.

Please click on the link below if you’re interested to learn more about our Advanced Support.

Advanced Support


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How Do I Make a Support Request?