Premium Tech Support

The very best for highly customized lending… The Ellie Mae Enterprise Tech Support (ETS) team is comprised of technical support professionals, customer success managers and customer success engineers. Their services are targeted at our most advanced customers, who have built highly personalized and market-leading approaches to their residential home lending businesses. The Ellie Mae ETS team aims to provide quick, reactive responses, while being proactive in all communications, system engineering, advisory support, and customer prioritization activities. The exclusive tools we utilize deliver the competitive advantages you need to close loans faster and more efficiently, in order to deliver the best possible borrower experience.

Proactive support for your technology investment

The more you customize your use of Encompass® technology, the more you need Enterprise Tech Support. Our team continually monitors and enables advanced tools to improve your system, workflow efficiency and overall performance. This includes the following services and personnel:

Customer Success Management

  • Case monitoring and escalation
  • Weekly reporting and tracking
  • Customer project assistance
  • Technical case advocacy
  • 24x7 availability for critical issues

Customer Success Engineering

  • Expert technical assistance
  • Expert monitoring and tuning
  • Professional development, data analysis, and issue resolution support
  • Virtual Admin and Managed Services packages
  • Customer Performance Program

Enterprise Tech Support service levels:

Basic
Get 24x7 support (Severity 1 issues) and ability to have faster initial response times. Access a Customer Success Manager to help achieve your goals. You also have the option to purchase additional services, such as Tech Pulse and Virtual Admin hours.
Premier
24x7 support (Severity 1 issues), plus proactive engagement with your Customer Success Manager and access to Customer Success Engineers to help achieve your goals. This service includes Tech Pulse and Virtual Admin services, as well as your choice of an Admin Essentials, Admin Certification, or Developer Certification training session.
Elite
VIP service offering, providing 24x7 support (Severity 1 issues) with the highest level of response time available. The service offers an enhanced collaborative partnership with your assigned Customer Success Manager and includes the expertise of a Customer Success Engineer assigned to your account. This service includes Tech Pulse and Virtual Admin services, as well as your choice of two Admin Essentials, Admin Certification, or Developer Certification training sessions.

Specialized offerings: Add-ons for even greater efficiency

Virtual Admin

Get 24x7 support (Severity 1 issues) and the ability to have faster initial response times. You also have the option to purchase additional services, such as Tech Pulse and Virtual Admin Hours. Read less Read more

Features
  • Review and creation of general business rules.
  • Create and/or review of input form list(s).
  • Review of loan templates.
  • Review of plan codes and impact of being tied to loan programs.
  • Full review of template sets to ensure maximum efficiencies.
  • Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
  • Knowledge transfer review of company user setup for best use of hierarchy, user groups, roles, and milestones.
  • Review of fee mapping section and Mavent functionality.
Tech Pulse

A consultative approach led by a Senior Technical Engineer, who provides a thorough analysis report and walk through of your environment, along with remediation recommendations. Read less Read more

Features
  • Top-down analysis of your environment by transaction type.
  • Network dependency analysis, including drill down to local performance and diagnostics.
  • Workstation configuration and logging analysis to:
    • Identify trends, common error messages, and other key data points or issues that may be slowing down your environment.
    • Isolation of performance bottlenecks.
  • Review of Encompass configurations and customization.
  • Analysis of workstation capability.
  • Reporting and recommendations for improving performance and support.
  • Follow-up call and walk through of findings.
  • Report on the impact of system changes following completion of the Tech Pulse engagement.
Managed Success Plan

A light, subscription-based version of Enterprise Tech Support. Leverage a Customer Success Manager, a Customer Success Engineer, and Virtual Admin to help you clarify and execute business goals. Read less Read more

Features
  • Monthly check by a Customer Success Manager on the progress of key project goals, and proactive sharing of upcoming release information and dates.
  • Customer Success Engineers provide Virtual Admin help, including:
    • Encompass admin review and creation of general business rules.
    • Creation and/or review of input form list(s).
    • Review of loan templates.
    • Review of plan codes and the impact of being tied to loan programs.
    • Full review of template sets to ensure maximum efficiencies.
    • Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
    • Review of fee mapping section and Mavent functionality.

Fully leverage your Ellie Mae technology investment

Contact your Ellie Mae Account Manager for more information about Enterprise Technical Support and other specialized support offerings.