Overview of support program
ESI Integrity offers a wide variety of Customer Support services to ensure our software solutions meet our customers' needs. ESI Integrity has customers around the globe, operating mission critical gaming, lottery and pari-mutuel sites on a 24-hour/day, 7days/week basis. We know that your success depends on the flawless operation of your system. ESI Integrity at all times maintains a staff of engineers knowledgeable of the site and configuration. We provide the highest levels of support: hotline support, remote technical support, problem isolation and resolution, and on-site dispatch.
Global Hotline Support Service
ESI Integrity maintains a software support hotline 24 hours
a day, 7 days a week staffed by knowledgeable technical staff. When
a hot line support call is received, the issue is quickly diagnosed
and categorized as to its severity. For issues of critical severity,
technical staff will immediately be dispatched to resolve the issue
and will quickly define a planned solution and an estimated solution
time frame.
Remote Technical Support Service
ESI Integrity provides secure remote support and system access capabilities, ensuring our engineers are able to provide prompt and effective diagnosis of problems in a timely fashion.
Ongoing development and upgrade Activities
ESI Integrity provides new versions of the Integrity software in the form of Maintenance Releases and Upgrades at no additional charge to the customer. Maintenance Releases are new software versions meant to fix or improve upon existing functionality. Upgrades are enhanced levels of functionality provided to customers at no additional charge. In addition, ESI Integrity offers Optional Functionality Releases to its customers, where such releases provide significant levels of new functionality. Optional Functionality Releases are made available to customers at an additional charge.
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