Schedule
| Support Level | Days | Israel (GMT+2) | US Eastern (GMT-5) | UK (GMT) |
|---|---|---|---|---|
| Regular | Mon - Thu | 9 am - 5 pm | 2 am - 10 am | 11 am - 7 pm |
| Extended | Sun | 9 am - 5 pm | 2 am - 10 am | 11 am - 7 pm |
| Extended | Mon-Thu | 5 pm - 9 pm | 10 am - 2 pm | 7 pm - 11 pm |
| Extended | Fri | 10 am - 4 pm | 3 am - 9 am | 12 pm - 6 pm |
| Emergency | All Other Times | |||
Regular support is available to all customers of Agat products.
For regular and extended support email support@agatsoftware.com
Support and Maintenance Plans
Customers with support and maintenance plan subscriptions are entitled to Extended and Emergency support, which is available 24 x 7.
For emergency support and critical issues you will have received a dedicated number.
Free minor updates / hot fixes, bug fixes.
If necessary, direct access to development team during working hours.
Ticket escalation: Reply via email to a ticket that you would like escalated or reach out directly to the Manager of Technical Services.
Service Level Agreement (SLA)
We aim for the following SLA and response times for all customers who have a paid Support and Maintenance Plan, during our company's business hours:
| Priority | Contact Method | Response | Resolve |
|---|---|---|---|
| Critical | Call Emergency Hotline | Immediate | 4 hours |
| High | Email support@agatsoftware.com | 1 hour | 8 hours |
| Medium | Email support@agatsoftware.com | 4 hours | 2 days |
| Low | Email support@agatsoftware.com | 1 day | 3 days |
If the development team is needed to resolve a support issue, then the above SLA may not apply, as development work must be planned and tested before deployment.
Priorities
Following are the guidelines for objective prioritization of support requests:
| Critical | Customer's business has significant loss of 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 |
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: