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Customer Support Services are available according to the following schedule:

Support LevelDaysIsrael (GMT+2)US Eastern (GMT-5)UK (GMT)
RegularMon - Thu9 am - 5 pm2 am - 10 am11 am - 7 pm
ExtendedSun9 am - 5 pm2 am - 10 am11 am - 7 pm
ExtendedMon-Thu5 pm - 9 pm10 am - 2 pm7 pm - 11 pm
ExtendedFri10 am - 4 pm3 am - 9 am12 pm - 6 pm
EmergencyAll Other Times
                                   Daylight Savings Time applies to all times listed above

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 you will be given a dedicated number from the support under the relevant support plan .

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 or question
  4. In the email message body include :
    1. Description - more detailed description of the issue or question.   Include screenshots or copies of any relevant information.
    2. Priority - objective priority of the issue, ie high, medium, low, etc.    
    3. Scope - number of users or systems are effected by the issue.   If specific users, provide details.
    4. Time - the date and time of the incident or issue.  Specify your time zone.
    5. 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
    6. 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.
  5. If you use the Sphereshield proxy include:

See Also:

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