Sorry, you need to enable JavaScript to visit this website.

Home > Support

Support

WCC Support Center

Visit the WCC Support Center to ask for assistance with any WCC software issues. You can access all tickets opened by anyone in your organization. If your ticket is updated, you will be notified via e-mail.

Ask your manager for access to the WCC Support Center. Your manager can arrange this by contacting a WCC consultant or sending an e-mail to support@wcc-group.com.

Support and Maintenance Plan

WCC’s standard Customer Care Program includes:

  • Technical Support during business hours (CET time zone)
    •     By e-mail
    •     By telephone
    •     Download the latest software versions
    •     Access to documentation here
  • Enhancement requests ‒ influence the long-term development of WCC software products
  • Error correction according to the existing Service Level Agreements
  • New versions of the product ‒ WCC publishes all new versions, releases, and updates on the WCC Support Center
  • Access to the WCC Support Center to manage your existing tickets

Optionally, you can upgrade to 24/7, year-round support.

Technical Support

WCC offers Technical Support for all WCC software-related problems. Please follow the steps below when reporting a problem.

Step 1
Establish support level (severity of the problem).

  • Level 1
    Software has partially or wholly stopped working in the production environment, and users cannot continue working with the product
  • Level 2
    Software has partially stopped working in the production environment, but users are able to continue working with the product (even if with limited core functionality)
  • Level 3
    Software is not working properly, but its core functionality is still available
  • Level 4
    Software is not working properly, but users still have near full functionality

Step 2 
Provide the following information:

  • Company name and name of contact person
  • WCC software version number and configuration files
  • Detailed description of the problem, including severity level and indication of the possibility of recurrence
  • ELISE Agent log files. A package with all required files can be automatically generated with ELISE Manager (6.5 and earlier versions) or EMC (6.6 and later versions)

Step 3 
E-mail the information to support@wcc-group.com or create a ticket containing the information via the WCC Support Center.

NOTE
For level 1 and 2 issues, please contact us by telephone so we can offer immediate assistance:
EU: +31 30 7503273
US: +1 888 9229224