Contacting Customer Support
Make sure you have all the needed information before contacting Support:
Who Am I?: This information allows us to know your enterprise's location in the software. This information is found by double clicking the ETO Software logo in the top-left corner of the software. You can copy and paste the information from there into this field to help us resolve your issue more quickly.
Exact reproduction steps
the name of the feature you are working with (TouchPoints, Demographics, Batch Upload)
the name of the form (TouchPoint, Effort, Assessment) or report you are working with
the case number for the participant/s if the issue you are having is when working with a specific participant/s
ETO Support is available from Monday - Friday, 7:00 AM to 6:00 PM CT. Our company's observed holidays can be found here.
Our scheduled Maintenance Schedule can be found here.
ETO Chat - Our fastest form of contact!
As of June 2020, all Enterprise Managers have access to ETO Chat. The feature can be enabled for Users on a role basis. Please see this article for more details.
Chat is an excellent way to start a conversation, our agents will request to hop in a screen share if your issue is more complex!
Note: Chat will not work in the Internet Explorer browser nor Internet Explorer Mode within the Microsoft Edge browser.
Customer Support Portal
You can email ETO Support at this address: email@example.com
If you require additional support or would like to use your 1 hour of support consultation time, please open a ticket to schedule a call.
Please see our updated support packages for phone support questions.
Our inbound phone line is only available to customers on legacy support packages. Phone calls are limited to 30 minutes and are treated as discovery calls to diagnose errors or defects. Follow up will be performed over email.
Inbound ETO phone line: 866 732-3560 x2
Most customers can chat in instead! Chat is faster and support agents can offer a screen share through the chat if your issue is more complex.
If your organization would benefit from longer, more tailored phone support, phone hours can be purchased! Please see our updated support packages and contact firstname.lastname@example.org with inquiries. If you have purchased additional phone hours you can schedule a call by emailing or chatting in with support; see details here.
After-hours Emergency Support
Critical cases are defined as: Client’s production use of the Bonterra Software is stopped or so severely impacted that no User can reasonably continue to use or access the Bonterra Software. Critical requests have one or more of the following characteristics (a) data corruption, (b) Bonterra Software hangs causing unacceptable delays or (c) the Bonterra Software is inaccessible to all Users. Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.
To open a critical priority case:
Open a Critical priority support ticket through the portal
Email support with the word "Critical" in the subject line
Call our emergency line at 1-469-874-0792 Ext. 2
Note: Calling the line with a non-emergency may be subject to a fine.
Cases & Issues
When users contact Customer Support, a case will be entered into our Customer Relationship Management (CRM) system resulting in a unique case number. This case number will be given to the customer and will be left open until the inquiry is answered or the issue is resolved. Each time a user contacts Support with a different question or issue, a new case will be entered into the CRM system and the corresponding case number will be issued to the customer.
When you contact support, regardless of reason, we will log a Case.
When you email support, you will receive an automated email about the Case creation with the case number.
If you encounter what is determined to be a bug, we will log a defect and attach it to your Case so that you will be notified when the issue is resolved.
You can read more about our Case Priorities here.