At Epilog, our goal is to resolve your issues as quickly and clearly as possible. To ensure that every case is documented, tracked, and handled by the right technician, we use email as our primary communication method rather than inbound phone calls.
Why We Don’t Offer Inbound Phone Support
- Faster response times: Email keeps your entire case history in one place, so any available technician can step in and assist you without delays.
- Clearer communication: Written updates reduce confusion, prevent miscommunication, and provide a permanent record of troubleshooting steps.
- Better tracking: Emails automatically log into our support system, ensuring that nothing gets lost and every detail is documented.
How to Reach Us
- Start a new case: Submit a ticket through our Support Site.
- Follow up on an existing case: Reply directly to the email you received from us — it will automatically update your case.
- Request a call: If a phone conversation is needed, let us know in your email or ticket. A technician will schedule a call with you at a convenient time, and we’ll follow up with an email summary afterward.
Common Questions
- What if I prefer to talk by phone?
- We’re happy to accommodate that. Just mention in your ticket or email that you’d like to speak by phone, and we’ll arrange a call. After the conversation, we’ll send a follow-up email summarizing everything discussed so your case history remains complete.
Tip: Including photos, serial numbers, and a detailed description of the issue in your first message can help us resolve your case even faster.
