Esker Solutions Support

Advanced support for an improved experience

We got your back.

Esker backs its customers with focused, responsive and expert solution support services designed to enhance the overall customer experience. That includes our dedication to always:
 

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    Route
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    incidents to the most suitable resources.
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    Provide
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    incident status information in a timely fashion.
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    Adhere
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    to our core principle of “making a difference.”

Esker Technical Support & Maintenance Agreement 

Protect your investment in an Esker DeliveryWare, Esker Fax Server or Esker Host Access solution with an annual, renewable Technical Support & Maintenance Agreement that provides:


  • Version updates and upgrades

  • Technical support via telephone, email or web

  • Access to technical notes, resources and patches on our support website

For Esker customers, there are no unexpected costs for upgrades. You’re eligible to receive the latest software version, easing the burden on your support staff and ensuring compatibility. For details and pricing on support agreements, contact your Esker account rep.

Product support lifecycles

Esker helps you plan your implementation, upgrade and support requirements. Availability of technical support and defect resolution is based on the stage of the product in its support lifecycle. The following phases are used to categorise our solutions:

Phase Definition Available support *

Active
Current shipping version of a product. Technical support
Defect resolution

Supported
Product that continues to be supported,
but is not the most current version.
Technical support
Limited defect resolution **

Unsupported
Product that is no longer sold nor supported. Web self-help (for a limited time)

* Support available to customers with an active Esker Technical Support & Maintenance contract only.
** Defect resolution is provided for current shipping versions and the prior version only.

Esker on Demand solutions

Customers with Esker on Demand contracts benefit from free technical support during business hours. Additional 24/7 support is available for a minimal monthly fee.

Esker DeliveryWare solutions

Product Version Released End of support
Esker DeliveryWare 6.0 Oct. 24, 2012 Next release date plus 36 months
Esker DeliveryWare 5.0 Sept. 15, 2008 Oct. 23, 2015

For Dialogic fax boards support information, please refer to http://www.dialogic.com/en/products/others/retired-products.aspx.

Unsupported Esker DeliveryWare solutions

  • Esker DeliveryWare 4.0 SP/FP1
  • Esker DeliveryWare 4.0
  • Esker DeliveryWare 3.5 FP1
  • Esker DeliveryWare 3.0, 3.05 and 3.5
  • Esker Platform Satellite
  • Esker Platform Satellite 3.0
  • Pulse Enterprise 1.0, 1.1 and 2.0
  • Pulse Satellite 1.1 and 2.0

Esker Fax Server solutions

Product Version Released End of support
Esker Fax 6.0 Oct. 24, 2012 Next release date plus 36 months
Esker Fax 5.0 Sept. 15, 2008 Oct. 23, 2015
Esker Fax for Notes 6.0 Oct. 24, 2012 Next release date plus 36 months
Esker Fax 5.0 Sept. 15, 2008 Oct. 23, 2015
Esker VSI-FAX 6.2 Sept. 26, 2013 Next release date plus 24 months
Esker VSI-FAX 6.1 Apr. 27, 2009 Sept. 25, 2015

For Dialogic fax boards support information, please refer to http://www.dialogic.com/en/products/others/retired-products.aspx.

Unsupported Fax Server solutions

  • Esker VSI-FAX 6.0
  • Esker Fax 4.0 SP/FP1
  • Esker Fax 4.0
  • Esker Fax 3.5 FP1
  • Esker Fax 3.0, 3.05 and 3.5
  • Esker Fax for Notes 3.5 FP1
  • Esker Fax for Notes 3.0, 3.05 and 3.5
  • Pulse for Fax all versions
  • Faxgate all versions
  • Esker VSI-FAX for Notes all versions
  • Esker VSI-FAX 5.1 and earlier, Esker VSI-FAX Gold Series all versions

Esker Host Access solutions

Product Version Released End of support
Tun 2016 Feb. 26, 2016 24 months after next version release
SmarTerm 2016 Seb. 26, 2016 24 months after next version release
Tun 2014 Dec. 20, 2013 Feb. 25, 2018
SmarTerm 2014 Oct. 29, 2013 Feb. 25, 2018

Unsupported Host Access solutions

  • SmarTerm 2009 and earlier
  • Tun 2009 and earlier
  • Persona 5.0 and earlier
  • Esker Plus all versions
  • SuperLAT (SmarTerm add-on) all versions
  • A-Net all versions prior to 4.3.x

Location and contact information

For Esker Solutions Support, contact your subsidiary:

 

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