Request Support

Encore Care Support is available to our clients needing assistance with their applications, services, and technologies. The Encore Care Team is available to assist you during our standard operating hours. The standard operating hours for Encore Care Support are Monday to Friday, 8:30 am – 7:00 pm Central / 6:30 am – 5:00 pm Pacific.

Contact Encore Care Support

Log a ticket by clicking on the portal button below, or by emailing us at care@encorebusiness.com.

Encore Care Support Portal

How to Use the Encore Care Portal

Watch this short video to learn about how easy it is to use the Encore Care portal:

Submit a support ticket through the Encore Care portal.

What to Include in a Support Request?

Make sure to include this information in your email subject line: Account Name, Module, and/or the error you’re experiencing.

Include in your email:

A screenshot of any errors generated or a recording of the issue.
Current version of the software that you are using and/or Build number.
Any recent changes to your environment.

Please read this blog for more detailed information about submitting a support request.

How Is the Support Request Dispatched?

Inquiries received will be managed by the Client Support Services Dispatcher, who generates a case and issues a case number. The contents of the request will be placed in the support queue, evaluated and triaged based on Encore Support Priority Levels.

What Are the Support Priority Levels?

View this table below to see where your support request may belong in terms of priority:

Priority

Description

Response Time (Hours)

Priority 1: Critical

Available only for production application(s) where there is a complete outage of the production system where work cannot be completed with any realistic workarounds, or complete loss of core functionality.

1

Priority 2: High

Production system is functional; however critical services are severely degraded, significantly affecting business operations with some workarounds present where users are able to run the system, but the issue being reported severely impacts the overall usability of the system.

4

Priority 3: Normal

A non-critical issue, during which production systems are functional and users are able to continue to run the system, with or without a workaround. Any issues related to Test, or non-production environments, cosmetic, non-essential functions.

8

Priority 4: Low

Feature, function questions, cosmetic requirements, non-essential functions and scheduled services that users have related to the application and their role. Any non-production environment malfunction or assistance. Scheduled and system activities to be completed where users or system administrator require general solution guidance, and system updates and/or installs.

16

What Happens When I Submit the Request?

Upon case creation, an email acknowledgement with a case number will be issued to confirm receipt of the request.

What Happens When My Support Case is Resolved?

The consultant will continue to work the case until a resolution is reached. Once the issue is resolved or if no further communication from the client is received, the consultant will close the case. A survey regarding your experience will be sent. Please complete the survey so Encore Care can continue to improve your experience.

Additional Information About Encore Care Support

Encore Care OnDemand clients receive 1 super user and up to 4 additional regular user logins, and Encore Care Unlimited clients receive unlimited user logins (Super or Regular). See more details about Portal user logins.

Please be advised that as of July 15, 2024 the Encore Care Programs have been updated, including pricing and our hourly rates. Please visit the Encore Care program page for additional information about pricing and rates.

For more detailed information about Encore Care programs and resources, please visit the Encore Care page.

Contact Encore Care Support

Log a ticket through our portal or by emailing us at care@encorebusiness.com.

Encore Care Support Portal