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Getting Support from EEI

What you can expect from us when you need something. It is the same for every EEI product; individual products add their own boundaries and diagnostic detail, and this is the part that does not vary.

What we commit to

A response within one business day of it reaching us, by whichever route. Not an automated acknowledgement — a person who has looked at it, telling you where it stands and what happens next. Business days are Monday to Friday, 08:00–17:00 US Mountain Time, holidays included.

Standard support is included with every EEI product.

That is a response commitment, deliberately paired with an effort commitment rather than a resolution date. We will tell you what we are doing and keep telling you. We will not quote a fix date we cannot honestly predict, because a date invented to satisfy a process is worse than no date: it reallocates your planning around a guess.

We are a small, senior team. That has a real cost and a real benefit, and it is fair to know both. The cost is that we do not run a 24×7 rotation as standard. The benefit is that the person who answers you is usually the person who wrote the code, so triage is short and nothing is relayed through a script.

If you need something more specific

Then we agree it before the engagement starts, not after something breaks.

If your organization has defined service-level requirements — response windows, coverage hours, escalation paths — raise them during contracting. We will either meet them, meet them with stated conditions, or tell you plainly that we cannot, and we would much rather do that at the start than discover the mismatch during an incident. Agreed terms are written into the engagement rather than inferred from this page.

This page describes our standard commitment. A signed service level, where one exists, is the one that governs.

How to reach us

Raise a request at support.endeavoreng.com (sign in or sign up with your work email), or email support@endeavoreng.com if you would rather not sign in. Both reach the same queue, and your usual Endeavor Engineering contact can raise one for you.

Where EEI software is delivered alongside a partner's platform, either route works. You do not have to work out whose problem it is before you can report it — that is our job, not yours. For Seeq connectors, Seeq provides first-line support and EEI second-line, and we maintain a direct working relationship with Seeq's support team: requests can arrive through either organization's ticketing system and get routed to whoever actually owns the issue, with the diagnostic work already done rather than handed back to you. The full connector commitment, including what sits inside and outside our boundary, is on Connectors ++.

Seeq is currently our only partnership with that kind of collaborative support arrangement. For everything else, you are reaching us directly.

If the cause is on our side, we tell you on your request. When something we run fails and it affects you, the incident on our side is linked to your request and you hear from a person there; you do not need to watch anything else. How we detect and review those incidents is Operational monitoring and incident response.

Before you raise it

Two things make a first response useful rather than a request for more information:

  • What you expected, what happened, and when. Timestamps matter more than they look — they are what let us line your report up against logs on our side.
  • Which version. See Reading an EEI Version Number if you are unsure what you are looking at, particularly for connectors, where the first part of the number is not what it appears to be.

Each product's own support page lists what is specific to it — the logs to include, and where its boundary sits.

This is changing, and quickly

VirtualForge is under active development and our support model is maturing alongside it. What is on this page is what we commit to today, and we would rather publish that than a more impressive description of something we have not built yet. As it changes, this page changes with it.