edifabric support
Customer Support
Raise tickets to our dedicated help desk portal. Requires customer account using a professional email address.
edifabric documentation
Docs
Have technical questions? Check out the online documentation, or head on to the EDI community forum.

Support options

All support issues should be communicated either by submitting a request or contacting us at support@edifabric.com. Additionally, you can search our Knowledge Base, FAQ, or EDI Support Forum.

Support options Standard Priority
Included in plan Subscription Enterprise
Support Term Duration
Our commercial licenses include support for the duration of your term. Our trial licenses come with 14-day dedicated support to help you complete a successful evaluation
1 year 1/2/3 years
Support Incidents
* Fair Usage Policy applies.
** The number of incidents that can be raised for the duration of the Support Term
unlimited for the first month, then 11 thereafter *** unlimited
Incident Response Time
Get help directly from the people who build our tools.
Maximum lead time for each response Mon-Fri, 9 am–5 pm UK time, excluding public holidays.
72-hours 24-hours
Email Support
Raise incidents in our dedicated support portal.
Phone Assistance
Pick up the phone and speak to a technical person. Get quick advice and direction or help us understand the full scope of the issue.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability, Mon-Fri, 9 am–5 pm UK time, excluding public holidays.
Remote Web Assistance
Demonstrate any issues in the environment in which they occurred.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability, Mon-Fri, 9 am–5pm UK time, excluding public holidays.
Coding guidance
Includes technical product guidance.
* In order to keep providing our unlimited support, we reserve the right to review support requests when they exceed the average number of requests per customer.
** A support incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.
*** For the first year of the term, 12 incidents per year thereafter.

Get Started in No Time

All your EDI translation and validation operations in one place so you can reuse and attach them to any of your internal processes or solutions in a standard way.