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 5:00 PM CT.
Status Page
Please see our scheduled maintenance, unscheduled maintenance and any open incidents on our status page.
Looking for information on Support SLA's?
Visit this page on the Bonterra website to learn more.
Not sure who to contact?
For questions specific to product support, use the methods below to get help from a product specialist. For all other inquiries—including questions related to billing, sales, or account management—please visit this page.
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 Portal
Create Support cases, view previous Support cases, and access our free Help Center through the Customer Portal!
Note: To view Support Cases, users will be required to have a login.
To access the Customer Portal while you are logged in to ETO, expand the Help category on the navigation bar and select Support.
This will redirect you to https://help.bonterratech.com/help. To learn more about the Customer Portal, visit the article below.
Important: This link update does not apply to users whose organization has set up a custom portal link.
You can email ETO Support at this address: eto@bonterratech.com