Overview
To receive technical support as provided by ASG Support Services as described in this ASG Software Standard Support Policy, all software must be properly licensed.
Technical support is provided for issues (including problems you create) that are demonstrable in the currently supported release(s) of all licensed programs, running unaltered, and on a certified hardware, database and operating system configuration, as specified by the publisher.
Requesting Support
Clients are encouraged to request support through the ASG electronic support ticketing system link(s) provided with initial onboarding. Clients may also access this link from the “Request Support” menus on our websites or in the signature lines of our emails. Once a ticket is submitted it is reviewed and admitted to the support queue based on urgency.
Response Time
ASG maintains two levels of support ticket response. Urgent tickets, those related to issues that impact the majority of the client’s ability to conduct business, are assigned immediately and response time policy is less than two hours. Standard tickets, those related to training issues, questions, or changes that do not impact business continuity for the client are assigned based on support personnel availability and response time policy is less than 48 hours.
- Urgent=Response within two hours
- Standard=Response within 48 hours
Options for Support
Basic Support
Basic support is billed directly to the customer based on the ASG standard rate schedule. Time is calculated based on 30-minute increments, and invoices are provided with supporting documentation for all support tasks performed. Basic support can either be billed on an as-requested basis or billed against a discounted pre-paid block of time purchased by the customer.
Proactive Support
Proactive support represents an annual support contract purchased by the customer through the ASG sales department. Proactive support contracts are highly customizable based on client requirements. Proactive support contracts typically include yearly system update tasks and regular requested support tasks. They may also be designed to include other services, such as remote backups, duplication of data, disaster recovery services, and engineering maintenance tasks.
Other Support Resources
It is highly recommended that clients use the submission of an ASG support ticket as the primary resource for support for their systems and hardware. If necessary ASG will engage software publishers, and hardware manufacturers to remedy issues related to bug fixes and/or manufacturing defects.
ASG clients may have multiple resources for support available based on their current software/hardware contract/vendor policies. In many cases ASG may not have vision of support requested by the client directly through software publishers and/or hardware manufacturers and claims no responsibility or warranty for such support.
Technical Support Fees
Technical support fees provided on an as-requested basis are due and payable within the specified client terms. Clients may also elect to purchase prepaid blocks of time to reserve for support, engineering, and consulting according to the current rate schedule.
Unsupported or Unlicensed Programs
Customers with unsupported or Unlicensed programs are not entitled to download, or receive updates, maintenance releases, patches, telephone assistance, or any other technical support services.
Support Exceptions
ASG may suspend support for any account over thirty (30) days past due. Any client engaging in abusive behavior towards ASG support personnel, consultants, contractors, employees, vendors, or clients may also have support service suspended.
Policy Changes
These Standard Support Policies are subject to change at ASG’s discretion, and any changes in policy with be shared with existing support clients prior to implementation.
Software SLA Policies
ASG partners with Microsoft and Acumatica for the hosting of ERP systems and other software within their respective cloud environments. SLA documentation is available from these sources:
Microsoft Azure (for PCS clients)
https://azure.microsoft.com/en-us/support/legal/sla/
Acumatica (for SaaS clients)
https://www.acumatica.com/acumatica-saas-service-level-agreement/