At eMaint, we understand that having the service and support you need from a vendor you can trust is paramount. Your success is our mission. Anything less is unacceptable.
As an entrepreneurial software company, we've always tried to be different from our competitors. We use our size to our advantage and deliver to our customers what we know our competitors can't -- immediate and personalized support and service that goes beyond customer expectations. We push ourselves to capacity - sometimes even beyond capacity - to deliver "Service on 11".
At eMaint, "Service on 11" means coupling superior technology skills with personalized support. Our product specialists - indeed all our team members -- take pride in being responsive to client needs over the entire lifecycle of a customer. The personalized aspect to support is epitomized in the people we hire, the systems we develop and the way we interact with customers.
We partner with each of our clients to ensure a successful implementation of X3 from start to finish. It is through this philosophy of partnership that during our 20+ years of experience we have enjoyed a retention rate of over 90% from our existing client base, a far cry from the industry average of a 50% failure rate of CMMS implementations in the first year.
We believe that to provide ultimate service, it requires fostering a community. In the eMaint Ideaport we encourage our clients to share suggestions for new features they would like to see in future updates. Other community members can then vote and comment on the ideas. The most popular ideas move up the list, which is reviewed by eMaint staff on a daily basis to select which features can be included in upcoming updates.
While any organization can claim to have good customer service, eMaint was recently named one of nine finalists for the Fanati Outstanding Customer Service Award, from over 13,000 eligible organizations.
When instructed by an eMaint support technician, click here to join a tech-support meeting.
Support for your eMaint system is available by phone from 8:30 a.m. to 5:00 p.m. GMT, Monday - Friday, or via e-mail: .
Response Time
Response time is defined as the length of time between when a call is received by our Support Department and when a Support Specialist contacts the client. eMaint provides response times based on the severity of the issue reported, but will often have a support issue resolved well within the time ranges indicated. eMaint defines incident serverity levels as:
Critical: The customer's application is down and inoperable. All users are unable to use the system. The customer's productivity is threatened.
Response Time: 1 hour or less
High: Incident with the system that directly affect the functions essential for day-to-day operations for all users of the system.
Response Time: 2 hours or less
Medium: The customer's application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.
Response Time: 4 hours or less
Low: The customer's application or user productivity are not affected, or it is a procedural issue that is being reported.
Response Time: 8 hours or less
eMaint X3 Online
eMaint X3 On-Demand users automatically receive system updates and upgrades as part of their subscription. Technical support is provided via phone, email, and online message board.
How to reach us
Telephone: , press "2" when prompted to be connected to Technical Support or via e-mail: .
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