A dedicated support channel for partners with an active agreement. Implementation questions, production incidents, configuration assistance and escalations all go through one fixed path, with response times in line with your partner agreement.
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Partner support is separate from end-user support. You are our point of contact; your end customers go through your own support organisation. We provide fast technical second-line support, structured incident follow-up and proactive communication for changes that may affect your clients.
For implementation and operational questions during office hours. One entry point; ticket is immediately assigned to a technical contact who knows your partner context.
For incidents with production impact. Escalation agreements (who is called when) are recorded in the partner contract. Live status of the PSB at support.econnect.eu/status/.
Dedicated technical contact person for architecture and integration questions. No ticket rotation, no context handover. Structurally available for partners with larger volumes.
For strategic, contractual and commercial matters. Co-marketing, contract changes, new markets, escalations beyond the technical domain.
Which channel you use depends on urgency and the nature of the question. Response times are recorded in the partner contract based on the partner model.
- Scheduled maintenance moments on the platform (the web interface; Saturday 02:00–08:00 with advance notice). The PSB has no maintenance window and runs 24/7, even during platform releases.
- Release notes with changes to the PSB API, formats and networks
- Compliance updates: new or changed mandates in countries where your clients are active
- Periodic partner sessions with product updates, regulatory developments and best practices
- Live status of the PSB and adjacent services via support.econnect.eu/status/
For white-label partners and larger implementation partners, we align communication channels up front so we can plug every major incident into your own support flow.
A quick guide to choosing the right channel. If in doubt: send a message to your fixed contact person and we will route it.
The regular eConnect support line serves end customers of the platform. Partner support is a separate entry point for partners with an active agreement, with faster routing, a technical contact who knows your partner context, and escalation arrangements in line with your partner contract.
In practice: an end customer of a software partner or white-label partner typically goes through that partner's own support first; only when it is a PSB question the partner cannot resolve themselves does it escalate to partner support.
Response times are recorded in the partner contract based on the partner model, volume and impact category of the incident. For production incidents with direct customer impact, shorter response times apply than for general implementation questions. We work with clear SLAs that are realistic for both sides.
Check with your Partner Manager for the exact response times in your contract if you are unsure.
Your partner contract specifies per partner model how production incidents are handled 24/7. For partners with production volume outside office hours there is a separate escalation procedure with designated contacts on the eConnect side. The live status of the PSB and all adjacent services is always directly visible at support.econnect.eu/status/.
If you are unsure about the right route in an emergency: call your Partner Manager directly.
Yes. For changes to the PSB API, formats, compliance mandates and scheduled maintenance, we send proactive notifications to your technical contact and Partner Manager. For breaking changes, a reasonable notice period applies with migration support.
We periodically organise partner sessions where product updates, regulatory developments and best practices are shared in group format.
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