SUPPORT

Eagle Advantage Solutions' technical support offerings include the following things. Please refer to your specific support agreement to see what's included with your system.

  • 24/7/365 telephone support.
  • Free standard version software upgrades and bug fixes.
  • Free replacement hardware due to defect and failure (included with most Live Scan systems).
  • On-site support and maintenance.

Contact Support

Our Support department is fully staffed Monday through Friday from 8:00 AM - 5:00 PM Eastern Time, excluding holidays. Please contact us during those times for the quickest response to your concern. For urgent or time-sensitive issues after hours, your call will be directed to an on-call technician. If the technician does not answer your call live, please leave a voicemail with your name, phone number, organization, and a description of the problem. The technician will call you back as soon as possible.

If you are unable to reach or leave a message for the on-call technician by telephone, for example due to an unforeseen service outage on our end, then please send an e-mail to our Support address. The on-call technician will periodically check Support e-mails during normal waking hours.

  • Local: (770) 834-5283, Option 2.
  • Toll-free: (800) 223-4773, Option 2.
  • Fax: (770) 834-5284, ATTN: Support Dept.
    • Fax machine not checked after hours.
  • E-mail: EAS.Support@eagleadvantage.com
    • Inbox monitored regularly M-F during business hours, and the on-call technician will periodically check Support e-mails during normal waking hours. However, calling for assistance is usually the best after hours or for any time sensitive issue.

REMOTE SUPPORT DOWNLOADS

Eagle Advantage Solutions uses products by LogMeIn, Inc., to provide remote support over the Internet. Below are links for two of those products. Please download and install these applications only at the direction of EAS Support personnel.

LogMeIn Host. The host software will automatically associate the computer it gets installed on with our LogMeIn account. It will allow the EAS Support department to remotely connect to the computer and control it with the proper login credentials. To install the host software, either click the installation link below and follow the prompts, or download the offline installer and run it on your computer.

LogMeIn Client. The client software will allow the initiation of remote connections to other computers which have already been joined to a LogMeIn account. Install the client only if EAS has granted you guest access to another computer that's already running the LogMeIn host software, either for demonstration purposes or to allow you to access and manage computers that are part of your organization. Valid LogMeIn account credentials and login credentials to the remote computer are required. To install the client software, download the offline installer below and run it on your computer.

  • LogMeIn Client Full/Offline Installer (.msi file) for Windows.
    • The client can be a convenient option if you frequently need to remote control other computers you've been given access to. However, if you do not wish to install the full client you may still remotely access allowed computers with most web browsers. To do so, log in to the LogMeIn website.

Customer Portal

If you are an existing customer and you have already been given access to our ticketing system in order to view your incidents and requests, you may login here. Please contact our Support department if you would like to request an account, but access is not required in order to obtain technical assistance from us.