Support Request - ECS Bindery

Fill out the form below to request Extend NFS Support. To learn more about our Extend NFS Support program click here.
Name*
Email*
Phone Number for Call Back*
Alternate Phone Number*
Company Name*
Title*
Have you previously contacted ECS about this issue?*
Type of Support Requested*
Machine #*
Describe the Problem*
Please select a desired repair date and time. Our service department will contact you to confirm or modify your request based on availability.
Preferred Date*
MM slash DD slash YYYY
Preferred Time Slots*
Hold down CTRL to select multiple times.

The Extend NFS program phone-based support features include:

Phone/Remote Support is offered for each system that is individually covered by an ‘ACTIVE’ Extend NFS Agreement (i.e. An Extend NFS Agreement is activated only upon receipt of payment).

Technical support shall be offered for eligible control and camera systems during posted ECS standard business hours (currently 8:00 am to 5:00 pm CST).

Limited after-hours support is available for Customers with specific qualified systems that each have:

A valid 2018 Extend NFS Agreement in effect that is already paid in full, and
An open blanket P.O. or Credit Card must be on file with ECS such that the after-hours T&M based services can be continuously billed against.

Applicable billing policy shall be next business day, and with a 3-hour minimum overtime rate charged per support request/situation per covered system).

Under NO circumstances shall 2018 Extend NFS include coverage for any hardware failures of any sort.

Support shall be offered and provided based upon ECS technician availability and ECS reasonable business efforts to provide such service. Return support calls will be scheduled daily and estimated / targeted to be within approximately 2.5 hours from logged receipt of initial inquiry. Due to unexpected call volume on certain days, service requests received after 3:00 pm CST may be assigned to a “next day morning time slot” and responded to early the following business day. ECS gives top priority to our Extend NFS Customers and will do our very best to respond rapidly.

Extend NFS support is intended for personnel that are already trained on the ECS equipment. Supplemental training may be required to assist current or new operational and management personnel to best utilize new features and capabilities provided in new software versions. Additionally, frequent support calls may require an onsite support visit by ECS to assess issue and conduct refresher training. Onsite or remote/online training will be chargeable at normal Enternet Control Systems rates and conditions.

Extend NFS Agreement is meant for Systems’ support “as installed” and not meant for remote online feature development or re-location / re-installation support. These type of support requests are considered billable on an hourly basis and can be quoted at the time of request.

Support services will be provided remotely via high-speed online connection (VPN / LogMeIn) or suitable connection. Systems without internet access may require a separate billable exception “non-Extend NFS covered” on-site service. These available services must be separately arranged and will be chargeable at normal ECS rates, and under ECS standard terms and conditions. Applicable travel expenses are not included and shall be billed separately.

Please Note: After-hours support with a valid PO on file is available during the following times:

Monday-Friday 5:00pm – 8:00pm CST, and
Saturday 8:00am – 12:00pm CST