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Customer Support

Home > Services > Customer Support

ecVision's Customer Centric Support Team provides a range of support services to enable out valued customers to effectively maintain op-tempo and achieve their business goals.

Our team, located in both the United States and Hong Kong, provide more than just basic technical support - we are committed to delivering services that exceed customer expectations and ensure the success of your every project – before, during and after implementation.

Our Customer Support Team provides:

	Scalable support offerings that fit a wide range of needs
	24x5.5 technical support options
	Global coverage through our reseller network
	Technical support in English and in local languages where available
	A continuous focus on performance improvement and quality assurance
	Multiple channels of communication to interface with our team

We also offer an expanded technical support program for retail brand customers, factories and suppliers across the globe. The enhanced program includes a sophisticated email escalation system to accelerate application problem resolution and an option for extended customer support hours.

The email escalation system, powered by KANA™, routes incoming customer support emails to the appropriate agents.

Customers can now subscribe to the premium-level service plan to receive 24-hour phone and email support Monday through Friday, Saturday from 7:00am to 4:00pm HK time, and on most holidays.

Here is the customer support contact information for existing customers.

Region	Support Hours
U.S.A and The Americas	9:00am – 5:00pm (Mon – Fri / Eastern Time) Hotline: 1-732-582-3909 Email: ussupport@ecvision.com
Asia Pacific	9:00am – 6:00pm (Mon – Fri / Hong Kong Time) Hotline: 852-2784-6562 Fax: 852-2788-2423 Email: support@ecvision.com 9:00am – 1:00pm (Sat / Hong Kong Time) 9:00am – 6:00pm (HK time for HK public holiday except Christmas, New Years, and Chinese Lunar New Year)
Other regions and countries: Taiwan, South Korea, Thailand, India, Sri Lanka, Indonesia, Italy, Dubai, Turkey and Singapore	9:00am – 5:00pm (Mon – Fri local time / supported by ecVision’s local resellers) Remarks: Closed on all Sundays and public holidays for individual country.