OVERVIEW

In the unfortunate event that you may be experiencing difficulty with your Editshare system we are here to help. The first step when experiencing an issue is to reach out to our Global Service Assurance team. This document contains the instructions to get a ticket created and escalated should you need to do so. 

Getting Help

1. Online
• Use https://helpdesk.editshare.com/ to create tickets and get access to our knowledge base which include technical and no-technical processes and procedures..
2. Email
• support@editshare.com 
3. Global Support Numbers
• Americas: +1 617 782 0479
• EMEA: +44 (0)20 7183 2255
• APAC: +61 7 3171 2950 

Escalation Procedure

If you have an urgent matter or have not received a timely response (within an hour) via our ticketing system you are encouraged to call in using the global support number in your region. You will be routed directly to an agent. If you are unhappy with your level of service, tickets can be escalated to the Director of Global Service Assurance by emailing lon.barrett@editshare.com urgent matters must include “Urgent-Ticket: XXXX” in the subject line where XXXX is your ticket number.