Customer Support Services are available according to the following schedule:

Regular support is available to all customers of Agat products.

Customers with support and maintenance plan subscriptions are entitled to Extended and Emergency support, which is available 24 x 7.

For regular and extended support email support@agatsoftware.com

For emergency support and critical issues call +972-77-9577132

Customer Guidelines for Receiving Support

1. All electronic communications with Customer Support must be via email to support@agtsoftware.com.  This will create a ticket in our Zoho ticketing system and will auto-reply with the ticket number in the Subject line. Messages to individual technicians or via other communication methods may not receive a reply in a timely fashion or at all.
2. Report every independent issue in a separate ticket.  Avoid mixing several unrelated issues in the same ticket .
3. Subject -The subject of the email should include a short description of the issue

1. or question
2. In the email message body include :
   1. Description

1. 1.  - more detailed description of the issue or question.   Include screenshots or copies of any relevant information.
   2. Priority - objective priority of the issue

1. 1. , ie high

1. 1. , medium

1. 1. , low, etc.    
   2. Scope -

1. 1. number of users or systems are effected by the issue

1. 1. .   If specific users

1. 1. , provide details.
   2. Time -

1. 1. the date and time of the incident or issue.

1. 1.   Specify your time zone.
   2. Users -

1. 1.  the full username(s) used to sign in that experienced the issue (

1. 1. the "display name" is insufficient). If more then one user is

1. 1. affected,

1. 1. specify as many users as possible
      
   2. Reproduce -

1. 1. Steps to replicate the issue

1. 1. , as

1. 1. precise and detailed as possible.

1. 1.    Example: Create a meeting from the meet now button in the Teams calendar tab. Add an external user. Try sharing your desktop.

1. If you

1. use the Sphereshield proxy

1. include:
   
   • Self Diagnostic Page - run the

1. • self diagnostic page https://proxytest.agatcloud.com/ and click on

1. • "send to AGAT with comments." 
   • Client

1. • Logs - generate and send client logs to AGAT as explained here: Gathering Teams Client Logs to Send to AGAT

1. •    To upload large log

1. • files, use the following - 

1. •  https://customers.agatsoftware.com

1. • . Enter your ticket number in the "Ticket Number" field.  Password will be supplied by

1. • the support technician.

See Also:

• Critical Issues

• How to create a support ticket- Skype?