Schedule
| Support Level | Days | Israel (GMT+2|3) | US Eastern (GMT-5) | UK (GMT) |
|---|---|---|---|---|
| Regular | Mon - Thu | 9 am - 5 pm | 2 am - 10 am | 11 am 7am - 7 3 pm |
| Extended | Sun | 9 am - 5 pm | 2 am - 10 am | 11 am 7am - 7 3 pm |
| Extended | Mon-Thu | 5 pm - 9 pm | 10 am - 2 pm | 7 3 pm - 11 7 pm |
| Extended | Fri | 10 am - 4 pm | 3 am - 9 am | 12 pm 8 am - 6 2 pm |
| Emergency24X7 | All Other Times | |||
Regular support is available to all customers of Agat products.
For regular and extended support email support@agatsoftware.com
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| Critical | Customer's business has significant loss of or degradation of services More than 3 end users are affected UC product (Teams, Webex, etc) is down due to Sphereshield |
|---|---|
| High | Outage or performance degradation affects several users at a site Critical product functionality does not work |
| Medium | Customer's business is substantially functioning with minor or no impediments of service Affects a single user Does not prevent user from performing their job Non-critical product functionality does not work |
| Low | Training Product information and questions Planning a scheduled deployment or upgrade |
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Customer Guidelines for Receiving Support
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.
Report every independent issue in a separate ticket. Avoid mixing several unrelated issues in the same ticket .
Subject -The subject of the email should include a short description of the issue or question
In the email message body include :
- Description - more detailed description of the issue or question. Include screenshots or copies of any relevant information.
- Priority - objective priority of the issue, ie high, medium, low, etc.
- Scope - number of users or systems are effected by the issue. If specific users, provide details.
- Time - the date and time of the incident or issue. Specify your time zone.
- Users - the full username(s) used to sign in that experienced the issue (the "display name" is insufficient). If more then one user is affected, specify as many users as possible
- Reproduce - Steps to replicate the issue, as precise and detailed as possible. Example: Create a meeting from the meet now button in the Teams calendar tab. Add an external user. Try sharing your desktop.
If you use the Sphereshield proxy include:
- Self Diagnostic Page - run the self diagnostic page https://proxytest.agatcloud.com/ and click on "send to AGAT with comments."
- Client Logs - generate and send client logs to AGAT as explained here: Gathering Teams Client Logs to Send to AGAT To upload large log files, use the following - https://customers.agatsoftware.com. Enter your ticket number in the "Ticket Number" field. Password will be supplied by the support technician.
See Also: