Support Components |  |  | ||
| Web support ticket service hours Mon-Fri 7am – 7pm Local Time |  | | ||
| Email message service hours Mon-Fri 7am – 7pm Local Time | | | ||
| Issues received during off business hours will be handled the following business day | | | ||
| Live phone support Mon-Fri 7am – 7pm Local Time. | | | ||
| Off business hour 24/7 Live Phone Support | | |||
| Priority Handling of all support requests | | |||
Software Maintenance Components | | | ||
| Minor Releases and Service Packs | | | ||
| Major Releases and Upgrades |  | | ||
| DocAve Customization | | |||
| ||||
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AvePoint Maintenance & Support Services
AvePoint’s Standard and Premier Maintenance service plans provide IT departments more time to focus on other projects and less time managing AvePoint software. This timely and reliable service will ensure you get most out of your DocAve software, and includes full product support as well as maintenance and upgrade components.
Email / Web Support Ticket Response Time Based on Severity of Issue
| Low - 48 hours | Medium - 24 hours |
| Minor issue, which does not impact production environment | An issue effecting production environment at a minor level |
| Documentation error that does not directly impact a job on production | Very limited direct impact on operations |
| Feature or suggestion for enhancement | |
| High - 4 hours | Very High - 2 hours |
| An issue effecting production environment at a major level | DocAve activities on production environment are completely inoperable |
| Production environment is operational, but DocAve activities are limited | Major restoration or project is at a mission-critical state |
| Long-time adverse effects can lead to productivity being hindered | Severe impact on business operations |
Contact Information
| By Email: | Support@avepoint.com |
| By Telephone: | During business hours (7:00am-7:00pm Local Time): During off-hours (7:00pm-7:00am Local Time): |
the following information so we can better assist you:
- Name:
- Company Name:
- Contact Phone Number:
- E-mail Address:
- Product:
- Client and Server Versions:
- SharePoint Version:
- Maintenance Level:
Support Escalations
The support representative handling your case is Tier 1. Tier 2 would be the senior support staff, including supervisors. Tier 3 is the developers. Tier 1 will engage higher tiers for assistance as necessary; however, the main point of contact for that case will still be the Tier 1 representative.
If you are faced with a highly critical issue, or are unsatisfied with the level of support you are receiving - request an escalation with your support representative. We will have Tier 2 provide assistance with the case, and if necessary, transfer the case to another representative.
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