Overview

You're looking at your new Service Centre, which as been designed to provide a better support experience. As part of this the support number has been updated to introduce new features such as queue callbacks - which save your place in the call queue and receive a call when it's your turn next to speak to our Service Desk team.

On this page you will be able to review the procedure required to log a new support case (support request ticket) within the EIC Service Centre system. This will explain how to do this and what information is required for the Service Desk team to manage your issue through its lifecycle.

Ticket Handling Process

EIC Service Centre Home Page

When you visit https://support.eic.co.uk you will be presented with the following page, which the landing page for the online Service Centre. From here you'll be able to access training, view service notifications, request additional training, raise new support cases and manage your existing support cases.

Please note from this screen you can view service announcements and contact your account manager too, as indicated above.

Raising a New Support Case

To log a new support case please select the relevant option from below, we will concentrate on Tmac Solutions for this process.

You will then be presented with the following screen, please complete the form to report the issue and select the submit button.

You will then be directed to the following screen where you will receive a brief overview of the support case you have submitted. From this page you can see the case reference ID and the current status.

To return to the main menu please select the EIC logo.

You can check on the progress of your outstanding cases by clicking on the “View My Cases” button located at the top of the page.

Please be aware that any important published documents and service announcements will be displayed at the top of this page.