These frequently asked questions are provided to assist you in getting help on help. This is also suggestion to you that before contacting a support representative on support system, email or telephone, be sure that you are fully aware of all the relevant information about support program available on this page.

General Questions
What is Support Center?
How much time it takes to get a response?
Is there a possibility of getting support off hours?
Status Messages, what are they?
General Problems
The system does not accept my password, what to do now?
I clicked on the link in the email to reset my password, but it did not work?
Unfortunately file type of my attachment I am trying to upload is not accepted, what can I do now?
I receive General maintenance error. Try again in a while.
Support Programs
What is a support program?
What is a subscription period?
What are available support programs?
How much does it cost?
Packaged Support Program
What is a packaged support program?
What is the response time of a packaged support program?
Do I get 24x7 support?
What is the initial response time?

General Questions

What is Support Center?
Support center is a sophisticated application accessible using your browser or mobile device which enables you to communicate with support engineers in order to assist you with our services.

How much time it takes to get a response?
It usually takes between 1 hour to 24 hours to our support engineer to get back to you initially, subsequent conversation can be quick than initial response time to you.

Is there a possibility of getting support off hours?
Yes depending on your support program you can be eligible for 24 hours support availability and even on weekends and public holidays.

Status Messages, what are they?
Every support ticket is assigned with status message as it is entered by you and resolved by our engineers. Status messages are:

New
Opened
Pending Close
Closed
Re Opened

Whenever you enter a new support ticket into the system, by default its assigned a new status by the support system.

When our engineer starts working on a ticket they set the status to opened.

When a question is asked from you, you normally receive an automated email stating that you have to reply in 48 hours of time to the ticket with updates requested by support engineer otherwise the support ticket will be automatically closed. In this state the system automatically assigns the pending close status to your ticket. As soon as you submit your response to the support ticket the status will be automatically changed to opened.

Whenever problem is resolved or a response for specific requested information is not received from you within 48 hours, the ticket is automatically closed and the status is set to closed.

Whenever a ticket is closed it can be reopened by you or by a support engineer in order to further the pursuance of the same context the ticket was addressed to. Whenever this is done the status of ticket is set to re opened.

General Problems

The system does not accept my password, what to do now?
For security reasons and data protection, we have not placed automated forgot password mechanism on to the system. You are required to send an email to your account manager in order to have your password reset.

I clicked on the link in the email to reset my password, but it did not work?
Some email clients like old AOL clients wrap or break the internet web address sent to you to reset your password. In order to reset your password you have to copy the complete internet web address and paste it into your browser.

Unfortunately file type of my attachment I am trying to upload is not accepted, what can I do now?
Support system accepts only general and widely available file types. If you are trying to attach log files or bash output files which normally ends with .bin or .dat, please use compression software like PowerArchiver or WinZip to compress these files into another file and then attach that file.

I receive General maintenance error. Try again in a while.
Support system is automatically set to take backup snapshots of information after every 12 hours. The automated backup process lasts in 1 to 2 minutes. During the time of the automated backup system everything remains working but new user signing in is temporarily disabled. If you encountered this error then try after 1 or 2 minutes of the receipt of this error and you will find it working fine.

Support Programs

What is a support program?
Our support program is a support service package which has two levels of support a customer can receive, both of which have different benefits and different response times.

What is a subscription period?
All support programs are tailored for a yearly term of contract.

What are available support programs?
There are two types of support programs available to our customers which are:

Silver
Gold

Silver support program comes with 12-24 hours of response time, operational 24 hours a day and seven days a week and on weekends and public holidays. In silver support program a customer is eligible to have basic technical problem resolution and setup issues.

Unlike silver support program, Gold support program comes with a 3-6 hours of response time, operational 24 hours a day and seven days a week and on weekends and public holidays. Customers subscribed in Gold support program are also eligible for 5 emergency incidents in a yearly subscription term, which allows a customer to have a resolution within an hour of initial request. Depending on the complexity of the problem the resolution period may increase in time.

How much does it cost?
Cost of a support program depends on the areas it is covering. Contact your account manager or main point of contact for further details.

Packaged Support Program

What is a packaged support program?
Packaged support program is the support benefit a customer gets while getting a service from ASP Solutions and is not about explicitly purchasing any support plan. In other words it comes bundled with our service.

What is the response time of a packaged support program?
Response and resolution time of a problem in packaged support program varies with the customised support contract you have signed.

Do I get 24x7 support?
Support engineers are available to assist you 24 hours and 7 days a week in this program.

What is the initial response time?
You get a fairly 24 hours initial response guarantee in packaged support programs. This may increase or decrease depending on the customised contract you has signed with us.