Major Enhancements to the Customer Portal: A Look Behind the Scenes

Over the past few months, we’ve rolled out several significant updates to our customer portal. One of the most visible changes was the domain transition from ca.ecso.cloud to account.ecso.cloud, but that’s only the beginning. Under our new leadership, we introduced a development philosophy that now forms the backbone of our platform: API First.

The redesigned customer portal has been in planning since the management change and went live a few months later. During the transition, we made sure that all customer data was transferred seamlessly and without any loss.

Built API First - From the Ground Up

The new portal is a fully in-house development, designed and built by our engineering team with an API-first approach. Over the past months, we streamlined our product lineup, placing a clear emphasis on cloud services. Instead of a broad product catalog, the interface now leads users directly to what matters: our cloud offerings.

Simpler Cloud Configuration

Cloud configuration has been intentionally kept simple and intuitive. Customers can choose a location and select between AMD (virtualized) or Intel (bare-metal) deployments.

Effortless Image and Template Selection

During the ordering process, users can now select Windows directly. Thanks to our template and image system, customers can log in immediately after deployment, no additional setup required. Manual ISO uploads are no longer needed, removing yet another layer of complexity.

Improved Communication and Status Updates

Alongside many bug fixes, we also enhanced communication with our customers. From now on, users receive an email notification whenever our team changes the status of their request. This helps new customers in particular stay informed, for example, when their account registration is complete.

Multi-Language Support Powered by AI

Since early October, users can change the language of their account. Initially available in German and English, the portal now also supports French and Japanese, with more languages planned based on regional traffic volume.

To ensure high-quality and privacy-safe translations, we rely on our self-trained AI models and in-house vector databases, giving us complete control over the data flow and eliminating the need to share sensitive text with external providers.

Directly Orderable SLA Options

Service Level Agreement (SLA) options can now be ordered directly within the portal, no support ticket required. This change reduced SLA-related tickets significantly and lowered the support workload by an estimated 2%.

Enhanced Security by Design

Security received a major upgrade as well. The new interface operates entirely with OTP-only authentication. Instead of fixed passwords, a one-time password is sent at each login, allowing users to stay signed in for up to seven days before re-authentication is required.


Additionally, IP address changes during an active session are no longer permitted. If a user’s IP changes, the session is terminated for security reasons, and the user must log in again.

Intelligent Ticket Escalation

Since late September, we’ve introduced a ticket escalation system that enables our support team to forward requests directly to the correct department. Previously, adjusting the customer-selected department was complicated and time-consuming. With the new system, average ticket handling times have decreased noticeably.