Support

“They have been really good, very helpful, and quick to respond. The thing I like is if they don’t have an answer, they will let us know that they don’t know right off hand, then they get back to us as soon as they can. As a whole they have been tremendous to work with. We are very, very happy with Ellington Support.”

~Sam Liester with Marketplace Minnesota

“The staff here in Lawrence has been very easy to work with. Every time we have a question or concern they’re prompt in returning our phone call or email and quickly resolve the problem or give us the information we need to do it ourselves.

The support has been very good. We’ve haven’t had a lot of problems, but the few that we have had, one phone call usually takes care of it. Our #1 core value is to be accessible. So we particularly like it when our partners value that as well and I’ve found the staff at Ellington to be accessible, and whenever we need them, they are Johnny-on-the-spot.”

~David Woronoff with The Pilot

ePublishing provides robust support for the Ellington & Marketplace products. Your questions will be addressed promptly by ePublishing staff through our 24/7 helpdesk, Basecamp project management tools, and a dedicated Solutions Manager who will ensure that your needs are met.

24/7 Helpdesk:

Our automated Helpdesk is available to clients 24 hours/day, 7 days/week at support.ePublishing.com.

Report emergencies such as a site down or a problem that has a direct and immediate impact on revenue generation through our Helpdesk by submitting an URGENT priority ticket. Urgent tickets will page our 24-hour oncall staff, ensuring that you receive a timely response for these issues. Ticket submission guidelines can be found here.

Please do not report emergencies via email or Basecamp as we cannot guarantee a timely response via those channels. Normal inquiries are handled 9 a.m. to 5 p.m. Central, Monday through Friday.

Resources & Training Tutorials:

Documentation for the Ellington & Marketplace products, including tutorials & walkthroughs of both platform’s many features, can be found on our support site at ellingtoncms.com/support.

Our support site documentation is a tremendous resource that can greatly reduce your workload in getting content producers and other staff up to speed quickly. If you or your staff do not have access to the support site, please message your Solutions Manager via Basecamp.

Questions, Requests, and Troubleshooting:

Project initiatives, change requests, or questions are handled via Basecamp by your Solutions Manager.

  • All Training, Template Assistance, Troubleshooting, and any questions that require research or other work on the part of our support team are potentially billable.
  • Requests for platform enhancements will be documented and relayed to the ePublishing team for evaluation and possible inclusion on the product development roadmap. You will not be charged for requests that are added to the Ellington roadmap and issued as a software release.
  • Project Initiatives and Change Requests include billable requested enhancements and modifications for your Ellington & Marketplace web properties. A Statement of Work detailing time and costs will be provided for your approval for all projects, ensuring transparency and oversight into your projects.

The purpose of these different systems, and the benefit to you, is that they allow ePublishing staff to effectively address your needs, enabling us to provide both immediate assistance and deep, focused discussions of site and platform enhancements.