Get Served by Our Support Engineers - Ahsay Backup
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AhsayCBS v
Release date:
Power System will be under maintenance on 21st July, 2019 (Sunday) from 08:00-19:00 GMT+8. Various services will become unavailable. Click for details.

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

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

Support Hours

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

Communication Channel

Support Ticket
Live Chat
International Hotline:
+852 3580 8037
Dedicated support engineer
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.
** 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.