The eCoach team are part of Futura Group (based in Newcastle, Australia) and, as with all of our products and services, we offer in-house support available between 7:00am – 5:00pm Monday to Friday – View current local time.

The eCoach team are part of Futura Group (based in Newcastle, Australia) and, as with all of our products and services, we offer in-house support available between 7:00am – 5:00pm Monday to Friday – View current local time.

For urgent support requests, please phone + 61 2 4957 1544 or speak with your Account Manager directly. For all other requests, please email support@ecoach.com.

During business hours, our Support SLAs are outlined below:

Level 1 – Blocker (< 2 hr)

Critical Business Impact:
Critical issue blocking business operations. Users are prevented from working with no procedural workaround.

  • System hangs or crashes
  • Critical functionality not available
  • Data loss or data corruption
  • Large number of end users blocked from application
  • Impact is escalating quickly

Level 2 – Major (< 4 hr)

Significant Business Impact:
Major issue occurring on system severely impacting business. A large number of users are impacted by issue but they are still able to use the app.

  • Significant performance degradation
  • Important functionality not available
  • Small number of users blocked from work
  • Impact is escalating

Level 3 – Minor (< 8 hr)

Normal Business Impact:
Issue causing a partial or non-critical loss of functionality

  • Some system functions not available
  • Minor performance degradation
  • Small number of users

Level 4 – Trivial (< 12 hr)

Minimal Business Impact:
issue occurring on application which does not interrupt functionality, a question, comment, feature request, documentation issue or other non-impacting issue.

  • Incorrect product behaviour without impact
  • Product question or enhancement
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