Technical Team Support Info
Our professional customer support team is dedicated to help our customers solve any problems encountered through one of the following services.
| Standard Support | Premium Support | Priority-1 Support | |||||
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| Eligibility | Valid maintenance #2 | Eligibility | Valid maintenance | Valid maintenance + Premium Membership Fee #1 |
Valid maintenance + US$600 per case #2 |
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Resolution |
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| Urgent known issue resolution | 2 business days | 1 calendar day | 1 business day | ||||
| Urgent unknown issue cause identification | 5 business days | 3 calendar days | 3 business days | ||||
| Non-urgent issue cause identification | 8 business days | 5 calendar days | 5 business days | ||||
| First response | 8 business hours | 4 hours (during Ahsay office hours *) 8 hours (outside Ahsay office hours) |
4 business hours | ||||
Support Hours |
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| Support hours | 16 x 5 (0900 to 0200 GMT+8) |
24 x 7 | 16 x 5 (0900 to 0200 GMT+8) |
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Priority Escalation |
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| Jump the queue, Support case escalated to the 1st Senior Tier-2 position | N/A | N/A |  |
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Proactive Support |
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| Continuous system monitoring |  |
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| Free usage of monitoring software ** | |
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Problem Solving |
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| Scheduled remote support | |
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Communication Channel |
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| Support Ticket | |
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| Live Chat | |
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| Global Hotline: +1 929 2351282 |
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| Dedicated support engineer | |
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| Work in your time zone | |
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| Direct email communication | |
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Exclusive - New Premium Support Subscriber |
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| Welcome Reward : Priority-1 Support Service Coupon x 1 #3 | N/A | |
N/A | ||||
Remarks:
* Ahsay's office hours are from 0900 to 1800 (GMT +8) Monday to Friday.
** Use of Zabbix monitoring tool.
#1 Premium Membership Fee - Please contact our sales for details.
#2 Create a Support Ticket if you want to purchase the Priority-1 Support Service. If within 14-days you subscribe to Premium Membership after purchasing the Priority-1 Support Service, you can apply $300 USD from the Priority-1 Support Service to the cost of the Premium Support subscription fee.
#3 Welcome Reward is only applicable to new Premium Membership subscriber who have never rebate from Priority-1 Support Service.