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frequently asked questions

What is ECS’s cancellation policy?

In the event that a scheduled service visit needs to be cancelled or rescheduled, all requests must be made by contacting the Service Manager, Robert Cornette, at 704-625-8812 ext. 202. It is the responsibility of the site receiving service to ensure ECS has received the cancellation or rescheduling request.

All service visits are considered final when a PO is issued.

All cancellations and reschedules will be assessed a fee based on time and cost as necessary.

Rescheduling on Behalf of ECS:

In the event that ECS needs to reschedule a service visit, the service manager will reach out to the primary point of contact to communicate what has happened, and what will need to happen to fulfill the agreement.


What’s the fastest way I can order spare parts from ECS?

There are many ways to make a quote request. You can either:

  1. Use our drop-down Quote Request Form here

  2. Email your request to Quotes@ecsuptime.com

  3. Talk to your ECS point of contact


Does ECS have training classes for technicians?

Yes, we do have mill-specific training available. We host an Advanced Training Class once a season to refresh those who want to be proficient with ECS Software.

If you are interested in signing up for our next Advanced Training Class, click on the button and fill out the form.


Should I call my contact or the ECS Support Line first?

You should call the support line first, as technical issues are entered in as a ticket and tracked through our system. Your local service technician may be in a mill, and not able to respond timely.

Also, the ECS Support Line are the only ones who can remote into a system.

You can contact the ECS Support Line at:

704-519-5053


How fast will my parts arrive?

If the parts are in stock, and no set-up time is required, many times the order will be shipped out same-day, if the order is received by 10am EST.

ECS offers an expediting fee, if your order supersedes the standard production/delivery schedule.

Standard shipping is UPS Ground.

If two-day or overnight shipping is required, ensure that this is noted within your quote request.

Call ECS to confirm lead time.


What if I need parts over the weekend/after business hours?

Orders & Quote Requests received after business hours/over the weekend/on holidays will be processed the next business day.

Please reference the above question for details about delivery.


What if I need support over the weekend/after business hours?

The ECS Support team is on call 24/7. If you reach the after hours voice mailbox, make sure that you leave a way to contact you back. We do not outsource our incoming calls to a call center - you’re speaking directly to ECS employees about your issue.

Make sure to provide the ECS Support Team:

  • Minimum

    • Name

    • Corporation

    • Mill Location

    • Asset/Machine

    • Contact Info (if your shift will end, who can be reached next?)

  • Also helpful…

    • Description of the issue

    • When the issue first appeared

    • What camera(s)/computer(s) are affected?

    • Has this issue happened before?

    • Specific time/circumstances surrounding the issue (screenshots are SUPER helpful)


How do I request a quote/schedule a time for follow-up training for my ECS System?

Submit a quote request here, or call us during business hours at 704-625-8812.

ECS hosts quarterly training sessions at our ECS Headquarters here in Charlotte, NC. You can find the sign-up link here.

We’re also happy to host training at your facility, and gear it towards:

  1. Basic operator training

  2. Advanced operator training

  3. Maintenance or E&I Groups