EquaTerra provides customer support to our users and subscribers. Customers with active subscriptions or maintenance agreements may obtain support via email or phone. We're here to help you!
U.S. Customers
Email customer support at support@equasiis.com, or call toll-free at 888-466-4114.
The customer support desk is available from 8:00 a.m. to 8:00 p.m. eastern time.
UK Customers
Email customer support at support@equasiis.com, or call toll-free at (0) 800 680 0659.The customer support desk is available UTC - 13.00 to 01.00 (12.00 to 00.00 from mid-March to early November, when the U.S. observes daylight-saving time).
Customers in Other Regions
Email customer support at support@equasiis.com, or call our U.S.-based support number at (+1) 714-934-5449.
General Support Information
When you contact customer support, please provide:
- Your name and company
- Product you are calling about: e.g. EquaSiis Enterprise version 4.0
- Your contact information
- The URL or page you are trying to access
- Any error message, if applicable (please include error text or screen image)
Please Note: Some support agreements limit the number of users authorized to open a support ticket. If applicable, please route your request through your internal support desk or designated support contact. We regret that we are unable to provide support for additional software that may be used in conjunction with some Equasiis platforms, such as Microsoft Office.
Application Maintenance Schedule
Our standard maintenance schedule is to perform scheduled maintenance activities on the last Friday of each month during the times indicated below.
We will perform upgrades and other improvements during these maintenance windows, but the applications may remain available when no maintenance is required. For EquaSiis Enterprise customers, we provide an e-mail reminder to designated support contacts in your company before scheduled maintenance activities take place and a subsequent notification when maintenance has concluded.
Standard Maintenance Schedule:
- Every Friday, from 5:00 p.m. to 6:00 p.m. Eastern Time (22:00 to 23:00 UTC, adjusted accordingly during March to October for U.S. observance of Daylight Saving Time)
- The last Friday of each month, there is an extended window from 5:00 p.m. to 11:00 p.m. Eastern Time (22:00 to 04:00 UTC, adjusted accordingly during March to October for U.S. observance of Daylight Saving Time)
Additional Maintenance Windows:
- [None scheduled at this time]
As we strive to deliver the best application experience, we may make adjustments to this schedule - but if we do so, we will notify our customers so that they can plan for the change. Also, please note that on rare occasions, circumstances may require us to perform unscheduled maintenance activities of a more urgent nature to protect or restore service. We will make our best effort to notify support contacts when we become aware of interruptions in service.
