Our support team can help with technical issues and how to questions, and configurations not available in the front end application. Expect a response within one business day for non-critical issues. For critical issues, expect a response within 2 hours if received during support hours. Resolution times will vary based on the type of issue.
Support hours are 8:00 am to 8:00 pm ET Monday - Friday, except for the Holidays below. If you are seeing a critical issue, such as an inability to access the solution after hours, please see the below section titled "After Hours Emergency Outage Support", so the team can begin addressing the issue immediately.
Each customer can select three authorized support users. If you would like to review or change your authorized users, please submit a ticket requesting a list of current authorized contacts, or contact your Account Representative. Note that tickets sent by unauthorized support users will not receive a response.
Authorized users can access support in the following ways:
- Knowledge Base: Select Submit a request from the Knowledge Base
- Email: Send an email to support@eq2.com
Authorized Users that would like to see the status for all of their tickets may login to this knowledge base and navigate to Profile > My Activities. If you are unsure of your password, perform a password reset and follow the instructions for access.
After Hours Emergency Outage Support
For Emergency Outage Support outside of the normal support hours mentioned above, please contact support by phone at 918-771-0318.
Holidays
The EQ2 HEMS offices will be closed on the dates listed below.
| Holidays 2026 | |
| New Year's Day (Observed) | January 1, 2026 |
| Martin Luther King Jr. Day | January 19, 2026 |
| Memorial Day | May 25, 2026 |
| Independence Day | July 3, 2026 |
| Labor Day | September 7, 2026 |
| Thanksgiving Day Holiday Break | November 26 - 27, 2026 |
| Christmas Eve and Christmas Day | December 24 - 25, 2026 |