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AhsayCBS v
Release date:  

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.
Technical ticket submission system will be migrated into Ahsay Partner Portal by 28th February 2018.
Please login to Partner Portal to submit ticket.


  Standard Support Premium Loyalty Support ServeMeFirst Support

Resolution

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

Service Item

Support hours 16 x 5
(0900 to 0200 GMT+8)
24 x 7  16 x 5
(0900 to 0200 GMT+8)
Designated senior specialist(s) New

Priority Escalation

Support case escalated to the 1st position in queue
Designated escalation point New

Proactive Support

Continuous system monitoring
Free usage of monitoring software
Scheduled reports or reviews on technical items New

Problem Solving

Scheduled remote support

Eligibility

Eligibility Valid maintenance Valid maintenance
+
Premium Service Fee #
Valid maintenance
+
US$800 per case during office hours
or US$1,600 per case during other hours (50% off for existing Premium customers)

Communication Channel

Support Ticket
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
Work in your time zone
WhatsApp
Direct email communication

Remarks:
* Ahsay's office hours are from 0900 to 1800 (GMT +8) Monday to Friday and Hong Kong business days. (Please click here for the holiday details in Hong Kong)
#Premium Service Annual Fee = Valid maintenance + Premium Service Fee variable based on the valid license, minimum US$1,200/year (or US$100/month), capped at maximum US$9,600/year. For 100% meter customers, we will make offer based on average consumption. Please contact us to work out the details of the offer. Please contact our Sales for quotation.

Technical ticket submission system will be migrated into Ahsay Partner Portal by 28th February 2018.
Please login to Partner Portal to submit ticket.