Support
Our Support Service
Standard Support is available from 8am to 5 pm CST (Monday - Friday) (excluding company holidays) by phone or email. eMail to our service board is only monitored during these regular hours.
Contact us Toll Free:+1 866 624 8960 • Local:+1 281 763 7280 • E-mail: support@vlitech.com
If you need AFTER HOURS support, it MUST be obtained via phone call to our listed numbers. Email is not monitored after hours. When you call, our auto-attendant will ask if you have an emergency pending and if you do, please dial “9” and leave a voice message.
Case Logging
Telephone and Email Support
Software Service
Includes maintenance releases, enhancements, new versions, additions and modifications to the service, no additional fee.
Bug Fixes
Bug fixes to bring the service into substantial conformance with its then current user guide.
Feature Requests
Feature Requests are included in future updates and will be given a goal for completion based on complexity of the request.
Analytic changes
Analytic changes or Additions will be given a goal for completion as they are reviewed by development
Resolution Process
- Trouble Ticket opened
- Assign Engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Scheduled Outages
Scheduled Outages are usually scheduled during evening and weekend hours and customers are usually notified via email.
Submit a support ticket now
One of our support specialists will contact you as soon as posible.
Frequently Asked Questions
How can I download the Mobile Manager app?
Is Mobile Manager available on the web?
Yes, you can access Mobile Manager from any device, including mobile devices via a browser, even if you don't have the app. Click Here to access it via your browser.
Are Push Notifications available in Mobile Manager?
Yes, you can setup push notifications in the app by going to "More" and selecting to Create a Push Notification. There you can select from many different notification types and establish your specific rules for notification. Notifications will follow all of your devices, all you need to do is login at least once on each device you want to recieve notifications for.
How do I get support?
You can email support@emsanyware.com or fill out the form on this page. Your message will be automatically placed into our ticketing system and you will recieve a confirmation email with a case # shortly afterwards. Our ticketing system will notify you when your issue has been resolved.
How do I know my issue is being worked?
Our ticketing system will provide you updates as it is being worked. Additionally, if you ever have to inquire about it further, you can use the case # assigned to you so that our support staff can quickly assist you in providing you an update.