Contacting Customer Support

Make sure you have all the needed information before contacting support. You can check to see what information is needed here.

ETO Support is available from Monday - Friday, 7:00 AM to 7:00 PM CT. See our 2022 holiday calendar here.

Our 2022 Maintenance Schedule can be found here.

Our AU Support team is available Monday - Friday, 9:00 am ACT - 5:00 PM ACT (Sunday - Thursday 7:00 PM - 2:00 AM CT) to handle Australian cases and any other ETO critical case. More on AU Support 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!

Disclaimer: Chat will not work in the Internet Explorer browser nor Internet Explorer Mode within the Microsoft Edge browser.

Customer Portal

You can access the Portal from the Support link in the Help menu in ETO.  If you do not have a Portal account, email support@socialsolutions.com to request one. 

Email

You can email ETO support at this address: support@socialsolutions.com

Scheduled Calls

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.

Phone Line

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 diagnosis errors or defects. Follow up will be preformed over email.

Inbound ETO phone line: 414-246-1001

Most customers can chat in instead! Chat is faster and, through chat, support agents can offer a screen share 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 accountmanagement@socialsolutions.com with inquires. If you have purchased additional phone hours you can schedule a call by emailing or chatting in with support, see details here.


Afterhours Emergency Support

Critical cases are defined as: Client’s production use of the SSG Software is stopped or so severely impacted that no User can reasonably continue to use or access the SSG Software. Critical requests have one or more of the following characteristics (a) data corruption, (b) SSG Software hangs causing unacceptable delays or (c) the SSG 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:

  1. Open a Critical priority support ticket through the portal

  2. Email support with the word "Critical" in the subject line

  3. Call our emergency line at 1-469-874-0792 Ext. 2 *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.

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