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Get Served by Our Support Engineers

Our professional customer support team is dedicated to help our customers solve any problems encountered through one of the following services.

  Standard Support Premium-Lite Loyalty Support Premium Loyalty Support ServeMeFirst Support

Resolution

Urgent known issue resolution 2 biz days 1 calendar day * 1 calendar day 1 biz day
Urgent unknown issue cause identification 4 biz days 3 calendar days * 3 calendar days 1 biz day
Non-urgent issue cause identification 5 biz days 3 calendar days * 3 calendar days 1 biz day
First response 4 biz hours 4 hours
(during Ahsay office hours ^)
12 hours
(outside Ahsay office hours *)
4 hours
(during Ahsay office hours ^)
12 hours
(outside Ahsay office hours)
1 hour

Support Hours

Support hours 16 x 5
(0900 to 0200 GMT+8)
24 x 7 *  24 x 7  16 x 5
(0900 to 0200 GMT+8)

Priority Escalation

Support case escalated to the 1st position in queue *

Proactive Support

Continuous system monitoring
Free usage of monitoring software

Problem Solving

Scheduled remote support

Eligibility

Eligibility Valid maintenance Valid maintenance
+
US$4,000 annual fee or US$1,100 x 4 paid in first 4 months
Valid maintenance
+
US$12,000 annual fee or US$3,300 x 4 quarterly fee
Valid maintenance
+
US$800 per case during office hours
or US$1,600 per case during other hours (50% off for existing Premium and Premium-Lite customers)

Communication Channel

Support Ticket First 30 tickets to premium, the rest is handled under standard support terms
Live Chat
Toll Free
Australia : 1800 195 695
Belgium : 0800 1 0009
Canada : 1 855 378 9408
Denmark : 80 705 792
Germany : 0800 184 0235
Netherlands : 0800 0229686
Norway : 800 16 923
Sweden : 020 0125528
UK : 0808 1017145
US : 1 844 838 2227
Hotline
International : +852 3580 8037
Dedicated support engineer
Work in your time zone *
WhatsApp
Direct email communication

Remarks:
* applies to the first 30 tickets. If exceeded the ticket limits during the Premium-Lite service period, the remaining tickets will be handled under terms and conditions of standard support.
^ Ahsay's office hours are from 0900 to 1800 (GMT +8) Monday to Friday and Hong Kong business days.