Customers who have support and maintenance plans in place can contact AGAT support using email: support@agatsoftware.com
Sending an email will create a ticket in AGAT’s ticketing system (ZOHO desk) and will automatically reply with a ticket number in the subject line.
An engineer will respond shortly to this ticket, during the following working hours:
Sunday – Friday, 5 am – 5 pm GMT/UTC (for Europe customers)
Sunday – Friday 3 am – 3 pm EST (for US customers)
Please always communicate by email, preserving the ticket number appearing in the subject line, in order to keep track of the conversation.
What to Include in Email
1) Create New a new email message to support@agtsoftware.com . Subject The subject of the email should include a short description of the issue.
For example: Unable to share desktop in pre-trade meeting, (you’re welcome to add your contact from AGAT in CC)
2) Add the exact time of the incident
3) Indicate the full username used to sign in that experienced the issue (just the display name is insufficient)
4) Indicate what was the user experience
5) Indicate if this is a persistent issue that you can replicate or not?
6) Did it affect other users, or just this user (if ? If it affected other users please indicate which other users if possible.
7) For on-prem deployment, Add longs as possibledeployments, add components logs
See Also: