Report issues at any time through our 24-hour access support portal. Go to the Support page and click any of the community link buttons, or use the button to your right. Enter your website credentials and you will be taken to the Community. Click the Cases tab and then create a new case or review the status of old cases. After you have logged in then you will be taken directly to the new case form.
Create a Case
To report an issue by email, please send messages with a description of your problem to firstname.lastname@example.org.
Emails are checked regularly by ESC Support. Once your issue is reviewed, you will be contacted either by phone or email and notified of your case number which you will reference in future calls and emails.
To report any issue by phone during these hours, please call 512-250-7901.
If all agents are busy, you may be asked to leave a voicemail. Voicemails are checked regularly throughout the day and your support issue will be entered into the queue within 1 hour. Once reviewed, you will be contacted either by phone or email and notified of your case number which you will reference in future calls and emails.
To report an emergency* issue by phone outside of regular business hours, please call our regular Support number 512-250-7901. If you reach the answering service, please leave your name, number and a brief message and a representative will call you back as quickly as possible. If you do not receive a response within 10 minutes, please call again.
The Customer Community is always open for current customers. See the most recent details on your existing cases, upload additional detail, add comments, review emails associated with cases or even create a new case. And now, in the new Community check on Project progress, RMA status and more.
View your Open Cases
All the most recent and relevant information is available to our customers 24 hours a day in the ESC Customer Community.
To reach the agent assigned to an existing case, please reply to an existing email that was sent to you which contains the case number and the case reference ID in the subject line. Do not change the subject line in the email. Just click the reply button and add your comments to the body of the email. The assigned agent will be notified that additional case details need to be reviewed and the email, with any replies, will be available from the associated case in the Community.
Please reference your case number which you received when first reporting the issue or the name of the support agent you have been working with on this issue.
If all agents are busy, you may be asked to leave a voicemail. Voicemails are checked constantly throughout the day and your support agent will be promptly notified of your call.
For assistance on an emergency* issue by phone outside of regular business hours, please call 512-250-7901 and please also reference your case number which you received when first reporting this issue, if you have one.
*Emergency issues are cases in which there is a potential loss of data or similar urgent issues. For non-emergency issues, please call ESC Support during our normal extended support hours.
Submit cases and search the knowledge-base, download software and documentation, plus much more.
Employees at facilities with current ESC maintenance contracts are all eligible for community access.