User Support

We are committed to timely, effective, and accessible support. Our support ecosystem helps you navigate the platform, resolve issues quickly, and share feedback that improves the experience for everyone.

Support at a glance

  • First response by email: about 1 hour
  • First response on chat: 3 to 5 minutes
  • Typical resolution time: 24 to 48 hours
  • Coverage: South East Asian and US time zones

Help Center

  • Available 24/7, within the platform and right here on this site.
  • Organized separately for Participants and Hubs, offering clear, step-by-step guidance for every feature.
  • Includes multilingual walkthrough videos and detailed instructions.
  • Updated consistently with every feature release to ensure accuracy and relevance.

Browse the Help Center.

Email and chat support

  • Reach the support team via email or in-platform chat at any time. Our average first response is about an hour by email and 3 to 5 minutes on chat, with a typical resolution time of 24 to 48 hours.
  • Coverage spans South East Asian and US time zones, enabling near-continuous global support.
  • Responses are provided in your preferred language whenever it is available as a platform language.
  • An escalation matrix is in place to ensure timely resolution of functional issues.

Downtime Notification

All planned maintenance is communicated well in advance, with reminders sent prior to the scheduled window. You can track real-time platform availability and incident updates at status.iecho.org.

Release updates

Quarterly product updates outline new features, enhancements, and bug fixes, tailored so users receive only what is meaningful to their role and usage. Read the latest release notes.

Training and onboarding

  • Join Partner Learning Training (PLT), where we cover everything about Project ECHO and iECHO.
  • Asynchronous resources, including full-length video walkthroughs for Hubs and Participants, are available on the Help Center in multiple languages.
  • Virtual real-time iECHO trainings can be arranged on request. Reach out to your partner representative for support.

Feedback loop

Submit a new feature request from the Feature Requests section above, or if you are facing a technical issue, you can Report a problem from the button in the top menu.

Community initiatives

Building iECHO is a shared effort. We actively involve our partners in shaping the platform so it remains people-first, practical, and responsive to real-world needs. See Community Initiatives for the iECHO Connect conference, the iECHO Collaborative, usability testing, and the beta program.

Need help right now?

Email us and we will get back to you, usually within the hour: support@iecho.org.