Getting help

How soon we answer

• Eastern time is New York and Toronto. Jamaica doesn't change its clocks, so there it's 08:00 to 18:00 in winter and 07:00 to 17:00 from March to November.
• Business days are Monday to Friday, except Prince Edward Island's public holidays.
• Urgent means Erlangly is down or unusable for your floor: it won't start, nobody can sign in, or agents can't see their schedules. Start the subject with “Urgent”.
• A first reply is a person looking at your problem: what we think it is and what happens next. We keep you posted until it's sorted.
• During a trial you get the same as an annual licence, so you can see what you'd be buying.
• Pay once includes support while its Updates run (the first year comes with the licence). If you stop Updates, support is best effort, as on the free plan.

What's covered

• Installing, upgrading, backing up and restoring Erlangly with the erlangly command, on Ubuntu or Debian.
• Anything that doesn't work as the docs say, and any error.
• How something works in Erlangly, and how to do what you're trying to do.
• Connecting your ACD, single sign-on and email, on Erlangly's side. For an ACD without a connector, help writing the script that sends its agents' states.
• Imports that won't go in.
• What a labour rule checks, and why a schedule was flagged.
• Licence keys, renewals and invoices.

Not covered:

• Your server, its operating system, network, firewall, proxy and off-site backups. We'll tell you what Erlangly needs from them.
• Setting up your identity provider, ACD or mail server, beyond what Erlangly needs from them.
• Doing the planning for you: building your forecasts, shift patterns and schedules. That's what onboarding is for.
• Legal advice. The rule packs help you follow labour law, but whether a schedule is lawful is for you and your advisers (licence agreement, section 4).
• An install whose code or database has been changed by hand.

On an older version? We may ask you to upgrade first: the fix is often already out.

What to send

The more of this you send with your first email, the sooner we can help:

1. What happened, what you expected, and when (with your time zone).
2. Your version: erlangly version on the server, or Settings → System if you're an admin.
3. What erlangly status prints.
4. The end of the log: erlangly logs --tail 200.
5. For an ACD connection, its diagnostics file: Settings → Connections, open the connection, then Download diagnostics. People's emails and names are masked in it, and nothing secret is in it.
6. A screenshot, if it's something you can see.

Leave out passwords, API tokens, licence keys and secrets. Erlangly keeps passwords out of its log, but it can hold email addresses and the links from invitation and password emails: look it over and take those out before you send it. Please don't send an export of your data unless we ask, and then only the part we need. We use what you send only to answer you, and aim to delete the files once your question is answered (privacy policy).

Priority support

For floors that can't wait: a named contact, a check-in each quarter and help planning upgrades, and we aim to reply to urgent problems within an hour during business hours. It's 20% of your licence a year, at least $3,000. Ask us to set it up.

Onboarding

We set Erlangly up with you: importing your data, setting up your sites and labour rules, and building your first forecast and schedule together. It's $1,500 once ($1,000 at the regional price), and free with an annual or pay-once licence for 250 agents or more. Ask us to book it.

Other questions

• Licences, invoices and refunds: reply to your key email, or write to licences@erlangly.com. How licences work.
• A security problem: security@erlangly.com (how to report one).
• Your personal information: privacy@erlangly.com.
• Buying, or 500 agents or more: hello@erlangly.com.