Support Reporting Procedure
Please have the following information ready:
- Product name, version number, and release number
- List of any fixes currently applied
- Any alphanumeric error codes or messages written precisely or displayed
- A description of the specific steps that immediately preceded the problem
The severity code (ASG Support uses an escalated severity system to prioritize service to our clients. The severity codes and their meanings are listed below.)
If you receive a voice mail message:
- Follow the instructions to report a production-down or critical problem.
- Leave a detailed message including your name and phone number. A Support representative will be paged and will return your call as soon as possible.
- Please have the information described above ready for when you are contacted by the Support representative.
Severity Codes and Expected Support Response Times
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1
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Production down, critical situation
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Within 30 minutes
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2
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Major component of product disabled
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Within 2 hours
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3
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Problem with the product, but customer has work-around solution
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Within 4 hours
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4
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"How-to" questions and enhancement requests
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Within 4 hours
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