EMS Anyware

EMS Anyware

Support & Maintenance Terms

Phone Support: 8am to 6 pm CST (Monday - Friday) (excluding company holidays)
Toll Free:+1 866 624 8960
Local:+1 281 763 7280
E-mail: support@vlitech.com
Case Logging
  • Telephone Support
  • Email Support
Software Service Maintenance

Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee.

Bug Fixes

Bug fixes to bring the service into substantial conformance with its then current user guide.

Response Time

Response time of 4 business hours.

Resolution Process
  • Trouble Ticket opened
  • Assign Engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Scheduled Outages

Scheduled Outages are usually scheduled during evening and weekend hours and customers are usually notified via email.

Feature Requests

Feature Requests are included in future updates and will be given a goal for completion based on complexity of the request.

Analytic changes or Additions

Analytic changes or Additions will be given a goal for completion as they are reviewed by development

Support

Support ticket submitted!
You should recieve a confirmation email soon.
SEVERITY DEFINITION RESPONSE GOAL DETAILS
Severity 1 Service substantially fails to perform 1 hour
  • Trouble Ticket opened
  • Assign Engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 2 Substantial degradation in performance of the Service 4 hours
  • Trouble Ticket opened
  • Assign Engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 3 Minimal to no impact on the availability or performance of the Service 7 days
  • Commercially reasonable efforts to include in next major release

Frequently Asked Questions

How can I download the Mobile Manager app?

The Mobile Manager App is available in both iTunes and Google Play. See below to download.

iTunes

iTunes

Download the latest version of Mobile Manager from the Apple iTunes Store. »iTunes

Google Play

Google Play

Download the latest version of Mobile Manager from the Google Play Market. »Google Play

Is Mobile Manager available on the web?

Yes, you can access Mobile Manager from any device, including mobile devices via a browser, even if you don't have the app. Click Here to access it via your browser.

Are Push Notifications available in Mobile Manager?

Yes, you can setup push notifications in the app by going to "More" and selecting to Create a Push Notification. There you can select from many different notification types and establish your specific rules for notification. Notifications will follow all of your devices, all you need to do is login at least once on each device you want to recieve notifications for.

How do I get support?

You can emailsupport@emsanyware.com or fill out the form on this page. Your message will be automatically placed into our ticketing system and you will recieve a confirmation email with a case # shortly afterwards. Our ticketing system will notify you when your issue has been resolved.

How do I know my issue is being worked?

Our ticketing system will provide you updates as it is being worked. Additionally, if you ever have to inquire about it further, you can use the case # assigned to you so that our support staff can quickly assist you in providing you an update.