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Support

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

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  • 24/7/365 telephone support.

  • Free standard version software upgrades and bug fixes.

  • Free replacement hardware due to defects and failures (included with most Live Scan systems).

  • On-site support and maintenance.

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CONTACT SUPPORT

BUSINESS HOURS

Our Support department is staffed Monday through Friday from 8:00 p.m. to 5:00 p.m. Eastern Time, excluding holidays. For the most effective response to your concern, please contact us during those business hours using one of the following methods

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  • Local: (770) 834-5283, Option 2.

  • Toll-free: (800) 223-4773, Option 2.

  • Fax: (770) 834-5284

    • ATTN: Support Dept.

    • Incoming faxes are not checked outside of normal business hours.

  • E-mail:  EAS.Support@eagleadvantage.com

    • The Support inbox is only checked periodically, M-F during business hours. Please CALL US for assistance after hours, or if the issue you're experiencing during business hours is urgent.

NIGHTS / WEEKENDS

For existing customers who require immediate assistance outside of normal business hours, a day shift technician will be available on an on-call basis. When you call for an urgent or time-sensitive issue 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.

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.

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LogMeIn Host. Once installed, this is the software that will allow EAS Support personnel to remotely connect to and control your computer, assuming we have the correct login credentials for the PC. To install this Host software component, either click the installation link below and follow the prompts on the LogMeIn website to download the installer, or click the full/offline installer listed below to download the file directly from our site.

 

  • LogMeIn Host Installation Link for Windows or Mac.

    • This link should be your first option for installing the LogMeIn Host because it will always point to the current version of the Host on LogMeIn's website.​

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