Advice and answers from the eCoach Team

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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