The eScribe team is very proud of our support services and it’s procedures that are in place to ensure that our team can provide world class service to your team! Please refer to the details below for understanding the commitment that eScribe makes to you, our valued customer and the steps you can take to place and follow up on support requests.

Making a Support Request

Voicemails and emails received through the below mentioned methods are actively monitored by eSCRIBE staff from 8:30am – 8:00pm EST with extended phone support for urgent issues until 11:00pm EST. Support is available Monday - Friday, excluding statutory holidays.

From the hours of 8:00pm-11:00pm EST for support please call us at 1-855-299-0023 for immediate assistance.

For your convenience you can contact the support desk using any one of the following methods:

When placing a support request please provide the following information:

• Organization Name
• First & Last Name
• Telephone number or email address to reach you at
• Description of the nature of the problem & steps to recreate the scenario (a screen capture is suggested as well, if applicable)

* Please note: eScribe is not able to commit to outlined response times when contacting individuals directly. In order to assist us in providing the best service to your requests, please contact our team using the information above.

Making an Urgent Support Request

We recommend submitting a ticket through the community portal with the flag Urgent checked. You can also send an email to support@escribemeetings.com and include the word "Urgent" in the subject line with a brief description of the issue. Issues that are submitted following these steps are immediately flagged at the top of the queue for follow up.

Escalations

If you should feel that your concerns are not being addressed please feel free to escalate in the following suggested order:

1. Customer Support Manager - Joel Caniba: 905-943-2504 (w) or 647-962-5335 (m); jcaniba@escribemeetings.com 
2. Customer Success Manager:
   • Chris Phagoo: 416-580-8541; cphagoo@escribemeetings.com
   • Mike Bird: 289-800-9681; mbird@escribemeetings.com
   • Sandra Grujin: 289-301-2963; sgrujin@escribemeetings.com
   • Shivani Mulekar: 289-800-5824; smulekar@escribemeetings.com
3. Sr Director, Customer Experience – Tara Astbury: 905-305-3432; tastbury@escribemeetings.com

Expectations

While we strive to surpass your expectations each and every time, we commit to the following minimum service request levels: