Standart Support | Premium Support | ServeMeFirst Support | |
---|---|---|---|
Eligibility | Valid maintenance | Valid maintenance + Premium Service Fee # | Valid maintenance + €800 per case |
| |||
Urgent known issue resolution | 2 biz days | 1 calendar day | 1 biz day |
Urgent unknown issue cause identification | 5 biz days | 3 calendar days | 1 biz day |
Non-urgent issue cause identification | 8 biz days | 5 calendar days | 1 biz day |
First response | 8 biz hours | 4 hours (during Ahsay office hours *) 12 hours (outside Ahsay office hours) | 1 hour |
| |||
Support hours | 10 x 5 (8am till 6pm) | 24 x 7 | 10 x 5 (8am till 6pm) |
| |||
Support case escalated to the 1st position in queue | no | yes | yes |
| |||
Continuous system monitoring | no | yes | no |
Free usage of monitoring software ** | no | yes | no |
| |||
Scheduled remote support | yes | yes | yes |
| |||
Support Ticket | yes | yes | yes |
Hotline: +49 ____ | yes | yes | yes |
Dedicated support engineer | no | yes | yes |
Direct email communication | no | yes | no |
* Ahsay's office hours are from 0900 to 1800 (GMT +8) Monday to Friday and Hong Kong business days.
** Use of Zabbix monitoring tool.
# Premium Service Annual Fee = Valid maintenance + Premium Service Fee variable based on the valid license, minimum US$1,200/year (or US$100/month), capped at maximum US$9,600/year. For 100% meter customers, we will make offer based on average consumption. Please contact us to work out the details of the offer. Please contact our Sales for quotation.