Thanks to our built-in redundancy, system problems that create an unexpected outage are rare, but they do sometimes occur. If an extended outage occurs during normal business hours, Our technical team attend to resolve the problem immediately. Unfortunately, we can NOT guarantee you will be notified. On most occasions, problems are resolved before our client even notices.
In the event you suspect an unplanned outage is occurring, please contact your account manager directly or send an email to firstname.lastname@example.org . Including your Customer ID and a detailed explanation of the issue (with screen shots when possible) will Eicra.com our response time. Otherwise, we do have technical teams who monitor for system alarms 24/7 to immediately begin repairing any issues as they are detected.
System-wide maintenance is periodically necessary and planned outages may occasionally be required. When scheduled maintenance does require our system to be offline, all user under this server / system will be notified by email within 24 hours or more of the Eicra Support department receiving notification from the operations center.
Each contact on our client / affiliate list is emailed an announcement of this event. Therefore, it is imperative that each Client / Affiliate keep their contact email up-to-date with the Help Desk. Otherwise you may not receive these critical notices.
Customer Service FAQ
What is the SLA (Support Level Assistance) for critical security or support issues?