Technical Team Support Info
At Ahsay, we believe that technical support is a vital and integral part of our overall product experience. We are passionate about providing high quality and efficient support to our customers. That’s why we invest heavily in training and maintaining an experienced team of support engineers.
So, our customers can be 100% certain that all their inquiries using either Email, Live Chat, or WhatsApp are handled by a human. They will never get answers from; chatbots, assist agents, or automated canned responses. We believe that this approach ensures our customers receive the best possible support experience.
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 | |||
| Eligibility | Valid maintenance #2 | ||
| Resolution | |||
| Urgent known issue resolution | |||
| Urgent known issue resolution | 2 business days | 1 calendar day | 1 business day |
| Urgent unknown issue cause identification | |||
| Urgent unknown issue cause identification | 5 business days | 3 calendar days | 3 business days |
| Non-urgent issue cause identification | |||
| Non-urgent issue cause identification | 8 business days | 5 calendar days | 5 business days |
| First response | |||
| First response | 8 business hours | 4 hours (during Ahsay office hours *) 8 hours (outside Ahsay office hours) |
4 business hours |
| Support 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 | |||
| Jump the queue, Support case escalated to the 1st Senior Tier-2 position | N/A | N/A | ✔ |
| Proactive Support | |||
| Continuous system monitoring | |||
| Continuous system monitoring | ✘ | ✔ | ✘ |
| Free usage of monitoring software ** | |||
| Free usage of monitoring software ** | ✘ | ✔ | ✘ |
| Problem Solving | |||
| Scheduled remote support | |||
| Scheduled remote support | ✔ | ✔ | ✔ |
| Communication Channel | |||
| Support Ticket | |||
| Support Ticket | ✔ | ✔ | ✔ |
| Live Chat | |||
| Live Chat | ✔ | ✔ | ✔ |
| Global Hotline: +1 929 2351282 | |||
| Global Hotline: +1 929 2351282 | ✔ | ✔ | ✔ |
| Dedicated support engineer | |||
| Dedicated support engineer | ✘ | ✔ | ✔ |
| Work in your time zone | |||
| Work in your time zone | ✘ | ✔ | ✘ |
| ✘ | ✔ | ✘ | |
| Direct email communication | |||
| Direct email communication | ✘ | ✔ | ✘ |
| Exclusive - New Premium Support Subscriber | |||
| Welcome Reward : Priority-1 Support Service Coupon x 1 #3 | |||
| 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.
** Use of Zabbix monitoring tool.
#1 Premium Membership Fee - Please contact our sales for details.
#2 Create a Support Ticket if you want to purchase the Priority-1 Support Service. If within 14-days you subscribe to Premium Membership 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 Membership subscriber who have never rebate from Priority-1 Support Service.