Get Served by Our Support Engineers - Ahsay Backup
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AhsayCBS v
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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 Support Priority-1 Support
Eligibility Valid maintenance #2 Eligibility Valid maintenance Valid maintenance
+
Premium Service Fee #1
Valid maintenance
+
US$600 per case #2

Resolution

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

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

Priority Escalation

Jump the queue, Support case escalated to the 1st Senior Tier-2 position N/A N/A

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

Exclusive - New Premium Support Subscriber

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 and Hong Kong business days.
** Use of Zabbix monitoring tool.
#1 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.
#2 Create a Support Ticket if you want to purchase the Priority-1 Support Service. If within 14-days you subscribe to Premium Support plan 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 Support Subscriber who have never rebate from Priority-1 Support Service.


Got question on Ahsay's Support Service?

Just let us know your question. We will get back to you within 1 business day.