Support Policy

ASA  support agreement provides you free technical support and free upgrades, discounts and promotions on additional modules as well as exclusive access to our Customer Support ePortal which allows you to follow all your support issues online directly from within your SAM application.

 

  Issue Priority

 Response

 Solution Update

 What to Expect

Priority 1: Critical Business Impact

A customer encounters a system problem that has caused the customer’s work to stop or to be so severely impacted that the customer cannot continue to work.

The customer will receive a response within 60 minutes of ASA receiving their request.

The customer will receive running updates until there is a resolution.

ASA Support will work around the clock until an agreed upon resolution is achieved. If the resolution is temporary, the issue will be worked until a permanent resolution is identified.

Priority 2: Severe Business Impact

A customer can continue to work but has a problem that has caused the customer’s work to be severely impacted.

The customer will receive a response within 3 hours of ASA receiving their request

The customer will receive an update once a day until there is a satisfactory resolution.

ASA Support will work extended business hours until a satisfactory resolution is achieved. If a resolution is not achieved within 1 business days, the issue will be referred to the Customer Service Manager.

Priority 3: Minor Business Impact

The customer’s work is continuing (not stopped); however, the problem is causing an impact on the Customer’s productivity and/or service levels.

The customer will receive a response within 2 business day of ASA receiving their request.

The customer will receive an update each week or as necessary until there is a satisfactory resolution.

ASA Support will work normal business hours until a satisfactory resolution is achieved.

Priority 4: No / Minimal Business

Impact The customer is in full working mode. The problem is not affecting or is minimally impeding the customer’s work. The customer will receive a response within 5 business days of ASA receiving their request. The customer will receive an update each week or as necessary until there is a satisfactory resolution. Priority 4 issues are resolved as time allows.