Ascent Technology support services
Ascent Technology offers two levels of support services help you use our solutions productively and worry-free.
When you acquire an Ascent Technology solution with a traditional single-site or enterprise-wide software license, Ascent Technology offers a choice of two levels of customer support services, Standard Support Services and Premium Support Services.
When you gain access to an Ascent Technology solution through a software-as-a-service subscription over the web, Ascent Technology provides Premium Support Services as part of the subscription.
What Standard Support Services provides. Standard Support Services provides access to the Ascent Technology customer support team for remote assistance by telephone, email, and a password-protected customer-support website.- Hours of assistance: Monday–Friday, from 09:00–18:00 Cambridge, MA, time, excluding Ascent Technology holidays
- The expected response time for Severity Level 1 problems is two hours from the time Ascent Technology receives the request for support
- Standard software maintenance fixes, upgrades, and releases.
- Hours of assistance for Severity Level 1 problems: 24 hours/day, 7 days/week
- Hours of assistance for noncritical problems: Monday–Friday, from 09:00–18:00 Cambridge, MA, time, excluding Ascent Technology holidays
- The expected response time for Severity Level 1 problems is 30 minutes from the time Ascent Technology receives the request for support
- Standard software maintenance fixes, upgrades, and releases.
How to report a problem
When you need assistance with an Ascent Technology solution, the first thing to do is to speak with the person that serves as your organization's point of contact with Ascent Technology. Typically, this is the person responsible for reporting problems to Ascent Technology, working with Ascent Technology's support team to assign a problem-severity level to each reported problem, and tracking resolutions to reported problems.
In the event your point-of-contact person determines that a problem should be reported to Ascent Technology, he or she:
- Sends a problem report to the Ascent Technology support team via a telephone call, an e-mail message, or the password-protected Ascent Technology support website
- Calls the Ascent Technology support hotline, if it is an emergency and your organization has a Premium Support Services agreement.
What happens when you report a problem to Ascent Technology
When you report a problem, either your point-of-contact person or an Ascent Technology support team member logs the problem report in Ascent Technology's incident-tracking database.
The incident-tracking database maintains a history of all problem reports, including the description of the problem, when the report was made, the name of the person who reported the problem, the severity level of the problem, and information that can be used to reproduce the problem. Each incident report includes summaries of communications between your authorized contact person and the Ascent Technology support team and the steps Ascent Technology follows to resolve the problem.
Your point-of-contact person and the Ascent Technology support team work together to
assign a severity level to the reported problem.
More
Resolving your problem may involve refreshing your memory about how to operate a certain part of the solution. Other times, Ascent Technology may need to install a software patch on your system to resolve the problem. Real-time repair technology generally makes it possible to fix your system while you continue to do your work.
Learn more about Ascent Technology support services