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Get in touch if you have any questions or need help with our products
edifabric support
Customer Support
Raise tickets to our dedicated help desk portal. Requires customer account using a professional email address.
edifabric documentation
Docs
Have technical questions? Check out the online documentation, or head on to the EDI community forum.

Support options

All support issues should be communicated either by submitting a request or contacting us at support@edifabric.com. Additionally, you can search our Knowledge Base, FAQ, or EDI Support Forum.

Support options Standard Priority
Available for all EdiFabric plans $950.00 (contact us for details)
Support Term Duration
Our commercial licenses include support for the duration of your term. Our trial licenses come with 14-day dedicated support to help you complete a successful evaluation
 for the duration of the plan 1 year
Support Incidents
* Fair Usage Policy applies.
** The number of incidents that can be raised for the duration of the Support Term
 3 per year unlimited
Incident Response Time
Get help directly from the people who build our tools.
Maximum lead time for each response, subject to ***support working hours.
 72-hours 24-hours
Email Support
Raise incidents in our dedicated support portal.
Phone Assistance
Speak to a technical person. Get quick advice and direction or help us understand the full scope of the issue.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability and ***support working hours.
Remote Web Assistance
Demonstrate any issues in the environment in which they occurred.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability and ***support working hours.
Coding guidance
Related to EdiFabric's products only, and does not include general .NET consultancy or questions regarding Microsoft's products such as Entity Framework, XmlSerializer, and JSON serialization.
* In order to keep providing our unlimited support, we reserve the right to review support requests when they exceed the average number of requests per customer.
** A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.
*** Support working hours are 9.00 AM to 5.00 PM United Kingdom Time (GMT/BST), excluding public holidays in the United Kingdom.

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