Support Availability

Pragatix by AGAT offers customer support as follows:

*When clocks adjust for Daylight Savings Time, the above table may not be accurate until all countries are aligned.
 

Support Channels

For all support inquiries, contact: support@agatsoftware.com

Each request creates a support ticket and will be tracked through our system.

Issue Priority Levels and Response Times

 If the development team is needed to resolve a support issue, then the above may not apply, as development work must be planned and tested before deployment.

Customer Guidelines for Support

To help us resolve your issue efficiently, please include the following when submitting a support request:

• 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, i.e. high, medium, low, etc.    

• Scope - Number of users or systems are affected 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.