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Our support staff is dedicated to customer satisfaction and timely resolution of support requests. To facilitate the resolution
process we ask our customers to use ePeople's installation of ePeople Teamwork to submit and track their support requests. ePeople's
standard support hours are Monday through Friday 9:00 AM - 6:00 PM PST excluding holidays.
Error Reporting
To report an error you can send us e-mail info@epeople.com
or by calling ePeople's Customer Support Center at 650.694.6500 during normal business hours (9:00 AM- 6:00 PM PST).
For critical emergency issues only during non-business hours please send an email message to sitedown@epeople.com. This will generate a
alphanumeric page to our network operations team.
Error Severities
Error Type
|
Error Description
|
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| P1 |
No useful work can be done. |
|
| P2 |
Errors that result in a serious impediment to practical use and for which there is no immediate workaround |
|
| P3 |
Degraded Operation: Errors that do not result in a serious impediment to practical use or for which there is an immediate workaround |
|
| P4 |
Errors that result in no significant impediment to practical use |
ePeople's acknowledgements of Error reports will contain either a resolution of the Error or an action plan describing the steps being taken
by ePeople, and any steps to be taken by you, to correct the Error. If ePeople requests further information about an Error, you must promptly
provide the requested information. Information requested by ePeople may include, by way of example and not limitation, manuals related to your
hardware, network, or third party software; examples of software output; or configuration information, including log files and network files.
Configuration Support
Customers may request configuration changes in writing by submitting a detailed description and change specification via ePeople's Support Website.
ePeople will respond to Configuration change requests in a timely manner and provide an estimated delivery date. The actual deployment time will
depend on several factors including the extent, urgency and the nature of the change.
Browsers and Platform Support for ePeople Teamwork
ePeople Teamwork is a browser-based application that can be run on Windows, Macintosh, Linux and Solaris. The following list
describes the browser versions that are supported. Note that browser support for the respective operating systems determine
the version of each operating system supported by ePeople Teamwork.
If a browser is not listed, it is not supported.
Browsers and Platforms
|
Support Level
|
|
| Windows Internet Explorer 6.0 and higher |
Recommended |
|
| Windows/Mac Netscape 6.1 and higher |
Recommended |
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| Mac/Windows Internet Explorer 5.5 and higher |
Supported |
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| Linux Netscape 6.1 and higher |
Supported |
Monitor Resolution
ePeople Teamwork's Web interface has been optimized for 1024 x 768 monitor resolution, though the application can still be used
on a monitor with a lower resolution.
Monitor Resolution
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Support Level
|
|
| 1024 x 768 or higher |
Recommended |
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| 800 x 600 |
Supported |
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