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| Empowered > Support |
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We take pride in our ability to quickly understand your business issue and providing a prompt and accurate response to help resolve any support issues you may have. We partner with each of our product manufacturers in order to provide you with the most up-to-date, relevant and appropriate solutions. Our successful track record of superior customer service is built upon our staff taking every opportunity to exceed your expectations. Our objective is to build a long and mutually rewarding business relationship with each customer. Support may include software and hardware maintenance, technical support, and ongoing services to fully leverage your investments in solutions from Empowered. Call 1.877.325.1855 if you are covered by a support contract. Call 1.866.243.7542 if you need to purchase support coverage. Empowered's Technical Assistance Center (TAC) is staffed by Technical Support Analysts (TSA's) for level one support and certified engineers are available for level two support. Standard support is provided 8am-8pm EST Monday to Friday, excluding statutory holidays. This includes email/phone/fax support, software updates, bug fixes, device certification releases, documentation updates and technical alerts. 7x24 support is available, please call 1.866.243.7542 or your Empowered account manager for further details. 
When you contact the TAC, a trouble ticket will be opened in our industry standard ticket-tracking system and assigned to a TSA. Your TSA will work with you to:
A knowledgeable and available prime point of contact should be the main touch point between your organization and the TAC. The prime will provide the TSA with all requested technical information that will assist Empowered in resolving/addressing your request in a timely manner. All e-mail correspondence for new and existing incidents should always be sent to support@empowerednetworks.com. This ensures that your correspondence will be properly logged and tracked to resolution. |
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