To request technical support, browse to advsol.com/support and select Tech Support > Request Technical Support.
Once you submit a technical request support form, you will be given an SMR (Software Maintenance Request) case number and a time frame within which you will receive an e-mail response.
To check the status of or make updates to technical support requests, browse to advsol.com/support and select Tech Support > Check Support Status.
To initially request technical support, you must submit your request online. However, you may call Technical Support for the following:
■ To discuss an existing technical support request with an analyst
■ To ask questions about services available through Technical Support
■ To learn how to submit a technical support request online
■ To get assistance with ASI website access issues
Please provide your name, organization name, and SMR (Software Maintenance Request) case number when contacting us.
■ Phone
□ North America: (512) 491-0550 x2
□ Australia: Freecall 1800 240 122
□ New Zealand: Freecall 1800 230 122
Hours of Operation
■ North America
Technical Support is available Monday through Thursday from 8:00 a.m. to 7:00 p.m. (CST) and on Friday from 8:00 a.m. to 5:00 p.m. (CST). Online resources are available 24 hours a day. Questions submitted after end of business will be addressed during working hours the next business day. Service is not available during company holidays:
□ New Year's Day, January 1 or observed holiday
□ Memorial Day
□ Independence Day, July 4 or observed holiday
□ Labor Day
□ Thanksgiving Day
□ Day after Thanksgiving Day
□ Christmas Eve, December 24 or observed holiday
□ Christmas Day, December 25 or observed holiday
Also, service is not available one day per quarter to accommodate internal planning sessions; specific dates and times of these sessions are announced in the monthly newsletter available on the Tech Support Community and posted on the Technical Support web page prior to the date of the session.
■ Asia-Pacific
Technical Support is available Monday through Friday from 9:00 a.m. to 5:15 p.m. Dial extension 2 for Customer Support. Online resources are available 24 hours a day.
■ Europe
Online resources are available 24 hours a day. Technical Support is available Monday through Friday from 9 a.m. to 9 p.m. GMT/+1 Summer.
Call Response Times
ASI prioritizes all calls as follows:
■ System Down. All resources applied. Immediate initial response, with same to next-day targeted resolution for most issues.
■ Inability to Perform a Critical Business Process. All scheduled resources applied. Immediate to ten-minute initial response, with same to next day targeted resolution for most issues.
■ General how-to questions and techniques, installation questions and minor product bugs. All scheduled resources applied. Immediate to two-hour targeted initial response.