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Get Served by Our Support Engineers

Our professional customer support team is dedicated to help our customers solve any problems encountered through one of the following services.

  Standard Support ServeMeFirst Support Premium Loyalty Support

Resolution

Urgent known issue resolution 2 biz days 1 biz day 1 day
(including weekends and public holidays)
Urgent unknown issue cause identification 4 biz days 1 biz day 3 days
(including weekends and public holidays)
Non-urgent issue cause identification 5 biz days 1 biz day 3 days
(including weekends and public holidays)
First response 4 biz hours 1 hour 4 hours
(during biz days)
12 hours
(during weekends and public holidays)

Support Hours

Support hours 16 x 5
(0900 to 0200 GMT+8)
16 x 5
(0900 to 0200 GMT+8)
24 x 7 

Priority Escalation

Support case escalated to the 1st position in queue

Proactive Support

Continuous system monitoring
Free usage of monitoring software

Problem Solving

Remote troubleshooting

Eligibility

Eligibility Valid maintenance Valid maintenance
+
US$800 per case during office hours
or US$1,600 per case during other hours
Valid maintenance
+
US$12,000 Annual Fee

Communication Channel

Support Ticket
Live Chat
Toll Free
Australia : 1800 195 695
Belgium : 0800 1 0009
Canada : 1 855 378 9408
Denmark : 80 705 792
Germany : 0800 184 0235
Netherlands : 0800 0229686
Norway : 800 16 923
Sweden : 020 0125528
UK : 0808 1017145
US : 1 844 838 2227
Hotline
International : +852 3580 8037
Dedicated support engineer
Work in your time zone
WhatsApp
Direct email communication