The web site is now storing only essential cookies on your computer. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies. Cookie Policy

Support Plan Options

 

ASG offers three levels of customer support so every customer has the coverage they need, when they need it most:

  • Standard Support: Targeted at the most self-sufficient customers
  • Enhanced Support: For customers that need higher level of engagement and access to the Customer Care Team
  • Premium Support: For customers with large complex implementations that need a personalized Named Account Support Engineer (NASE)

The Enhanced and Premium packages include assistance in installation, troubleshooting, maintenance, upgrading, and disposal of product.

Support Models At-A-Glance:

ASG Customer Care Standard Enhanced Premium
Self-Enabled Support (KBs/Articles/Documentation, Self-Training Videos) 24x7 24x7 24x7
Access to Community 24x7 24x7 24x7
Technical Support (Phone, Email, Chat) 24x5 24x7 (Severity Level 1 only) 24x7
Technical Guidance for Product Updates / Upgrades & Patches  
Response SLAs by Severity: 
(1=Critical, 2=Major, 3=Minor, 4=Request)
1 <30 minutes
2 < 2 hours
3 < 4 hours
4 < 8 hours
1 <30 minutes
2 < 2 hours
3 < 4 hours
4 < 8 hours
1 <30 minutes
2 < 30 minutes
3 < 4 hours
4 < 8 hours
Access to Beta Software (Not obligated to Ts & Cs of Beta Program, Receive copy of Beta Program Report)    
Named Account Support Engineer (NASE)    
Quarterly Access to Product Management