24/7 Support Policy
Effective Date: July 1, 2025
Our Commitment
We provide 24/7/365 support to ensure your food operations run smoothly. Our goal is to resolve critical issues quickly while maintaining quality service for all customers.
Support Categories & Response Times
CRITICAL
Initial Response: 30 minutes | Resolution Goal: 2-4 hours
- System completely down, preventing all operations
- Data corruption or loss
- Food safety compliance system failures
- Issues affecting production lines or shipments
HIGH
Initial Response: 2 hours | Resolution Goal: 4-8 hours
- Partial system outages affecting multiple users
- Integration failures with key systems
- Inventory tracking problems
- Compliance reporting issues
MEDIUM
Initial Response: 4 hours (business hours) | Resolution Goal: 1-2 business days
- Single user access problems
- Minor functionality issues
- Non-critical report problems
- Training requests
LOW
Initial Response: Next business day | Resolution Goal: 2-5 business days
- Cosmetic changes (fonts, colors, layout)
- Enhancement requests
- General questions
- Documentation requests
Support Scope
✅ What Support Covers
- EIC software functionality and features
- Data integrity and system performance
- Integration with supported third-party systems
- User training on existing features
- Compliance and reporting tools
❌ What Support Doesn't Cover
- Non-EIC Installed Network, internet, or WiFi connectivity issues
- Non-EIC Hardware problems (computers, printers, scanners, etc.)
- Third-party software unrelated to our EIC solutions
- Issues caused by unauthorized system modifications
Getting the Best Support
Before You Contact EIC:
- Try logging out and back in
- Check if other users have the same issue
- Have your system details ready (location, user ID, error messages)
When You Contact EIC:
- Clearly describe the business impact
- Provide specific error messages or screenshots / videos
- Provide a specific, repeatable example that we can use to demonstrate the issue
- Be available for troubleshooting steps
Fair Use Guidelines
- Support is included for reasonable usage consistent with your subscription
- Excessive calls for non-EIC issues may result in additional charges
- Training beyond initial onboarding may incur fees
- Requests for immediate response on low-priority items may be deprioritized
Contact Information
Please contact us in this order of preference:
| 🥇 | EIC Portal: | https://my.eicsoftware.com |
| 🥈 | Signal: | https://signal.org |
| 🥉 | Phone: | 844-Food100 (366-3100) |
| 📧 | Email: | support@eicsoftware.com |