Need help with an invoice, an integration, or Peppol? Start with Cora. She searches the documentation with you and points you to a ticket or a specialist if you need one.
Ask Cora a question
The fastest route is a chat with Cora. She knows the documentation, helps you find the right articles, and points you to a ticket, e-mail, or a specialist when you need one. Briefly describe your situation, an error message, an integration, or a process question, and you get direction right away.
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For substantive questions, incidents, and follow-up. Existing customers track status via support.econnect.eu.
Send your question to support@econnect.eu. Your message is automatically registered as a ticket.
Search articles on the platform, Peppol, integrations, and regulations. Often you'll find the answer here right away, without waiting.
For questions where we need to build or follow up a case, use the existing support channels. The support team is available on business days from 08:30 to 17:00 (CET).
Sometimes watching live is more effective than exchanging emails back and forth. A Remote Starter session is a guided remote session of about two hours in which we go through and test your Peppol registration, initial configuration, or software integration together. For standard integrations, the Support team runs this session; for more complex landscapes, the delivery team guides the implementation process.
The session is also available for changes after the initial setup (for example, configuration changes). Schedule a session via your dedicated contact, support@econnect.eu, or ask Cora which route fits your situation.
Guaranteed response times per priority and SLA level, with escalation for blocking issues.
From SLA Silver, you test releases and configuration changes before production.
With SLA Gold, you receive periodic reports on availability and performance.
With a Service Level Agreement (SLA) you agree on response times, priority, and extra services. SLA Bronze is included with every subscription to the eConnect platform: support during office hours via the support portal and by phone, with guaranteed response times (for P1 issues, a maximum of 8 office hours under Bronze). If you want faster response times (down to 1 hour under Gold), an acceptance environment to test changes, or SLA reporting for internal accountability, choose SLA Silver or Gold.
The exact response times, priority classification, and operational agreements per level are in the service documentation. For a custom SLA or an upgrade, discuss your situation with sales via Schedule a meeting or a chat with Cora.
Start with Cora. She knows the documentation and helps you choose the right route. For incidents or questions where we need to build a case, submit a ticket via support.econnect.eu or e-mail support@econnect.eu.
Go to support.econnect.eu and submit a request via the web form. Existing customers receive an invitation to create an account and track tickets. E-mail to support@econnect.eu automatically creates a ticket.
An SLA sets out guaranteed response times, priority classification, and, depending on the level, phone support, an acceptance environment, and reporting. SLA Bronze is included by default with every platform subscription; Silver and Gold offer faster response times and extra services.
A Remote Starter is a guided remote session of about two hours in which Peppol registration, initial configuration, or a software integration is set up and tested together. For standard integrations, the Support team runs the session; schedule via support@econnect.eu or your dedicated contact.
Phone support is available from SLA Bronze; schedule an appointment via the support portal. For a blocking issue (P1), it's best to call first and also submit a request via the portal or e-mail.
The full knowledge base is at docs.econnect.eu with guides on the platform, Peppol, APIs, integrations, and regulations. Cora can also point you directly to the right article.
Want faster response times, an acceptance environment, or SLA reporting? In a meeting of about thirty minutes, we map your situation and discuss which service level fits.
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