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 |
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Search the knowledge base for
self-support |
Email Support:
Phone Support:
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1-800-390-4866 |
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1-804-419-8600 |
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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:
1-800-390-4866. 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/Severity 1 |
Production down. Product unusable resulting in
total disruption/product outage, critical business impact
with no workaround.
Example: All
agents across a location or multiple locations
cannot log into the soft phone. |
Within
1 business hour. |
Within
1 business day. Candidate for off cycle
release as break/fix. |
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High/Severity 2 |
Major feature/function failure. Operations
severely restricted and no convenient workaround.
Example: AMC
Software is preventing agents from transferring or
conferencing; screen pop presents incorrect data or
does not allow manual search. |
Within 4
business hours. |
Within
2 business days. Candidate for off cycle
release as break/fix. |
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Medium/Severity 3 |
Limited feature/function failure.
Example:
Additional disposition code is being displayed,
screen is sized incorrectly. |
Within
1 business day. |
Candidate for Scope inclusion in next maintenance
release or Off Cycle Development Services. |
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Low/Severity 4 |
Minor
feature/function failure. Enhancement. Requests for
information.
Example: Call
disposition comment box does not allow more than
1500 characters. |
Within
1 business day. |
Best effort candidate for Scope inclusion in next
maintenance release or Off Cycle Development
Services. |
* issues related to modifications to the environment by a customer or an
agent of the customer should not go through the support channel but through
professional services.
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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