Technical Support Center
AMC is committed to providing our customers with high quality technical support. Understanding that every customer has
different needs, we provide the following options for communicating with our technical support representatives:
Online Support:
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Report support requests online -
24x7 availability |
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Search the knowledge base for
self-support |
Email Support:
Phone Support:
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1-888-282-2457 |
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1-804-327-0170 |
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Available from 8:00 a.m. to 8:00 p.m. EST/EDT Monday - Friday |
For
License key support, please see License Key
Registration.
The Support Process
Requests for
technical support can be submitted via the web anytime. You
may also request support through our toll-free support line:
1-888-282-2457. If further contacts are necessary, your technical support
representative and our support engineer can agree on the communication method.
Response and Resolution
Targets
The chart below indicates our commitment to responding to and resolving your
support requests. Response time is measured from the time the call is
received until a Support Engineer calls back during contracted maintenance
support hours. Resolution times are measured from the point the problem
is duplicated at AMC, until a solution is provided. Priority 3 fixes to
be incorporated into the next major release are at the sole discretion of AMC.
Priority |
Criteria |
Response |
Resolution/Workaround |
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Critical |
Production down. Product unusable resulting in
total disruption/product outage, critical business impact. |
Within 2 hours |
Within 24 hours |
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High |
Major feature/function failure. Operations
severely restricted and no convenient workaround. |
Within 4 hours |
Within 48 hours |
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Medium |
Limited feature/function failure. |
Within 8 hours |
Within 2 weeks |
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Low |
Minor
feature/function failure. Enhancement. Requests for
information. |
Within 48 hours |
TBD |
Software Updates and Bug Fixes
AMC provides three types of releases as part of the maintenance agreement:
Patch
Release:
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An individual bug fix |
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Provided to all customers experiencing a problem |
Maintenance
Release:
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A bug fix roll-up release |
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Provided to all customers with maintenance service contract |
Enhancement Release:
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Minor feature enhancements |
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Provided to all customers with maintenance service contract
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