ETM FAQ's
Frequently Asked Questions
- Can I purchase the NAIC Instructions from ETM?
- What are your Help Desk hours?
- What type of support is available 24/7?
- Can I obtain help desk support after hours?
- How do you prioritize Help Desk support and requests?
- I renewed my agreement with my old vendor. What are my options?
- How do I view your products without having a sales person come onsite?
- Can I import data from Excel spreadsheets?
- Do I have the option of using your products as a hosted service (ASP)?
- How often is your software upgraded or modified?
- Do you have any statistics regarding the performance of your software?
- What is the average time required to install and train a customer with your software?
1. Can I purchase the NAIC Instructions from ETM?
The NAIC instructions are an add-on module that may be purchased from EagleTM. The context-sensitive instructions are then loaded into Wings and are accessible to all users. For more information, please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .
2. What are your Help Desk hours?
From mid-January to March 1st (annual filing season), the Help Desk is staffed Monday through Friday from 7:00 a.m. to 8:00 p.m. (Central) – and Saturdays from 8:00 a.m. to 5:00 p.m. At all other times, the Help Desk is staffed from 7:00 a.m. to 5:00 p.m., Monday through Friday (excluding holidays).
3. What type of support is available 24/7?
All of our online services, including the database of previous support issues and their resolutions; our training/tutorial course; the NAIC filing instructions; and the IASA accounting textbook manual.
4. Can I obtain help desk support after hours?
Yes. For an additional fee, you can have access to our support staff via cell phone. While no one has needed it, we happily customize support services for our customers’ needs.
5. How do you prioritize Help Desk support and requests?
- Priority = Urgent: Issues affecting a significant group of Licensees, or any issue affecting a single Licensee that prevents processing. During business hours, response time is 30 minutes. Resolution time is 2 hours.
- Priority = High: Non-critical but significant issues, or issues that degrade performance and reliability without stopping operations and/or could escalate to Urgent if not addressed quickly. During business hours, response time is 1 hour, Resolution time is 4 hours.
- Priority = Medium: Routine support requests or non-critical software errors. During business hours, response time is 2 hours. Resolution time is 8 hours.
- Priority = Low: Minor service issues or general inquiries. During business hours, response time is 2 hours. Resolution time is with next release.
6. I renewed my agreement with my old vendor. What are my options?
Each vendor has a protocol for customer conversion rights. We can help guide you through the transition.
7. How do I view your products without having a sales person come onsite?
We conduct both private overviews and public webcasts. Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it. for more information.
8. Can I import data from Excel spreadsheets?
Yes. Our products easily read (and write) Excel spreadsheet data.
9. Do I have the option of using your products as a hosted service (ASP)?
Yes! More than half of our customers use our hosted option.
10. How often is your software upgraded or modified?
There are three scheduled releases each year. In addition, there are intermittent updates as functional needs dictate.
11. Do you have any statistics regarding the performance of your software?
Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it. for specific information.
12. What is the average time required to install and train a customer with your software?
With the recommended hardware and software in place, the software installs in 45 minutes. Using our online training course, customers are productive within 2 hours.
