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Requesting Service via Telephone
Equitrac recommends that all requests for service and/or support be made by telephone in order to guarantee that the problem has been received, documented and accurately identified, and the resolution process can begin immediately at the initial point of contact. Simply call the Equitrac Central Support line at 1.877.EQUITRAC (1.877.378.4872) and provide the Tier 1 Engineer with your company and contact name, the city where the issue resides, and a description of the problem. If the issue is related to a terminal, you will be asked for the terminal serial number or address. You will be provided with a Service Request (SR) number that is used to identify your specific issue, and to track the progress of the resolution.
Requesting Service via E-mail
E-mail service requests can be sent to support@equitrac.com, but should only be used when the issue is not urgent, and does not require an immediate response. Please include in your e-mail the company and contact name, contact telephone number, the city where the issue resides, a description of the problem, and if the problem is terminal related, the terminal serial number or address. Any issue requiring an immediate response should be placed via the 1.877.EQUITRAC Central Support line. Because there is always the potential for internet failures and e-mail problems, Equitrac recommends that all service requests be placed via the 1.877.EQUITRAC Central Support line.
Service Request Life-Cycle
All service requests are reviewed by a team of experienced Tier 1 Engineers. The Tier 1 Engineer will make an initial determination as to whether the problem can be resolved remotely, or requires an on-site visit by a Field Engineer. If the problem can be resolved remotely, the Tier 1 Engineer will begin to identify the root-cause of the problem, and initiate the resolution process. Once resolved, the Tier 1 Engineer will notify the customer, and close the Service Request (SR).
If the Tier 1 resolution is not successful, or if it is determined that a higher level of expertise is required to resolve the problem, the SR will be escalated directly to a Tier 2 Engineer who will notify the customer of the escalation. The Tier 2 Engineer will evaluate the analysis and work already completed, and will initiate further root-cause analysis and take the necessary steps to resolve the problem. Once resolution has been completed, the Tier 2 Engineer will notify the customer, and close the SR. If resolution cannot be achieved by the Tier 2 Engineer, the SR will be escalated to a Field Engineer, or a Tier 3 Engineer for action.
The customer will be notified if the SR is assigned to a Field Engineer, and will be contacted by them within 90 minutes to arrange a convenient time for a site-visit. The Field Engineer will have ownership of the problem until a satisfactory resolution has been achieved. At that time, the SR will be closed, and a history of the issue maintained in the customer account for future reference.
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 "Needless to say, Equitrac comes through and never leaves us hanging"
Craig Walford
VP Customer Service and Support
+1.877.378.4872 ext. 2616
(+1.519.885.2417)
Timothy Wilson
Director, Installation Services
timothyw@equitrac.com
+1.972.392.0897 ext. 28
David Reichart
Director of Central Support Services
dreichart@equitrac.com
+1.877.378.4872 ext. 2243
(+1.519.885.2417)
Frank Kekstetter
Manager, Central Support Services Tier 1
fkekstetter@equitrac.com
+1.877.378.4872 ext. 2244
(+1.519.885.2417)
Mike Flewwelling
Manager, Central Support Services Tier 2
mflewwelling@equitrac.com
+1.877.378.4872 ext. 2291
(+1.519.885.2417)
John Mataluni
Director of Professional Support
johnam@equitrac.com
+1.404.875.6124 ext. 2030
Alfonso Simon
Director, Major Accounts
alfonsos@equitrac.com
+1.847.907.3120
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