Get Served by Our Support Engineers - Ahsay Backup
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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 has been migrated to Partner Portal for better ticket management.
Please login to Partner Portal to submit tickets.

  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 5 biz days 3 calendar days 1 biz day
Non-urgent issue cause identification 8 biz days 5 calendar days 1 biz day
First response 8 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)

Priority Escalation

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

Proactive Support

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

Problem Solving

Scheduled remote support

Eligibility

Eligibility Valid maintenance Valid maintenance
+
Premium Service Fee #
Valid maintenance
+
US$800 per case

Communication Channel

Support Ticket
Live Chat
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 to login to our Partner Portal to view our Standard Support Calendar)
** Use of Zabbix monitoring tool.
# 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.