Advanced Systems Concepts, Inc. Support Options

Our Commitment to You:

The goal of our Technical Support Team is to provide outstanding product support to all of our customers. Whether you are beginning to work with us or have been a long-time customer, you will experience continued excellence in the quality of the support services we offer you.

Support Services Come Directly From the Experts:

The ASCI Technical Support Team is located alongside our Engineering Department, creating an environment of seamless interaction between our Software Development and Technical Support Teams. Rather than routing customers to non-experts, your cases are being directly managed by our product experts. The end result is exceptional service (97.6% Customer Satisfaction) experienced by our customers due to the quality of our response and resolution time and the limitless amount of professionalism and commitment that we have to offer our customers.

Support

Support Options:

Our customers have the option to select a Technical Support Plan that best suits their organization's requirements.
  1. Gold Support Option
  2. Platinum Support Option
  3. Platinum 24x7 Emergency Support Option

Here at ASCI, we take pride in the level of support we provide our customers, but don't take our word for it. This image shows how customers rank our support services.


  1. Gold Support Option:

  2. Gold Support is a subscription based, active annual support agreement and can be accessed by either the organization's administrator account or standard user account(s). All Support Cases will be responded to during our normal business hours of 8:30am ET – 5:30pm US Eastern Time (GMT - 04:00) excluding ASCI holidays . Gold Support is an E-mail Only service and can be initiated in one of the following ways:

    • My ASCI Support Portal: The My ASCI Support Portal is available for you to submit questions or issues as well as review open or closed cases on a 24x7 basis. Here you will be able to monitor the status of your Support Cases that you and your team members have opened.
    • Email: You may submit an email to our Technical Support Team with your questions or issues on a 24x7 basis. When submitting an email, you may send it to ASCISupportTeam@advsyscon.com.
    • Knowledgebase: Our extensive Knowledgebase is available for your use 24 hours a day, 7 days a week and may be able to assist you with your questions without ever having to open a Support Case.


  3. Platinum Support Option:

  4. Platinum Support is a subscription based, active annual support agreement and should be accessed by either the organization's administrator account or standard user account(s). All Support Cases will be responded to during our normal business hours of 8:30am ET – 5:30pm US Eastern Time (GMT - 04:00) excluding ASCI holidays . Platinum Support is a Phone and/or E-mail service and can be initiated in one of the following ways:

    • My ASCI Support Portal: The My ASCI Support Portal is available for you to submit questions or issues as well as review open or closed cases on a 24x7 basis. Here you will be able to monitor the status of your Support Cases that you and your team members have opened.
    • Email: You may submit an email to our Technical Support Team with your questions or issues on a 24x7 basis. When submitting an email, you may send it to ASCISupportTeam@advsyscon.com.
    • Knowledgebase: Our extensive Knowledgebase is available for your use 24 hours a day, 7 days a week and may be able to assist you with your questions without ever having to open a Support Case.
    • Call Us: As a Platinum Support subscriber, you may call us at +1 973-539-2660 option 3 during our normal business hours to speak with a Technical Support Operator who can open a Support Case for you over the phone and then transfer you to the next available Technical Support Representative.


  5. Platinum with 24x7 Emergency Support Option:

  6. Platinum with 24x7 Emergency Support is a subscription based, active annual support agreement and should be accessed by either the organization's administrator account or seconary account(s). All Support Cases that are opened during our normal business hours will be responded to between 8:30am ET – 5:30pm US Eastern Time (GMT - 04:00) excluding ASCI holidays . Platinum Support is a Phone and/or E-mail service and can be initiated in one of the following ways:

    • My ASCI Support Portal: The My ASCI Support Portal is available for you to submit questions or issues as well as review open or closed cases on a 24x7 basis.
    • Email: You may submit an email to our Technical Support Staff with your questions or issues on a 24x7 basis. When submitting an email, you may send it to ASCISupportTeam@advsyscon.com.
    • Knowledgebase: Our extensive Knowledgebase is available for your use 24 hours a day, 7 days a week and may be able to assist you with your questions without ever having to open a Support Case.
    • Call Us: As a Platinum 24x7 Emergency Support subscriber, you may call us at +1 973-539-2660 option 3 during our normal business hours to speak with a Technical Support Operator who can open a Support Case for you over the phone and then transfer you to the next available Technical Support Representative.
    • Emergency Production System Outages: To contact us for Emergency Production System Outages outside of our normal business hours, please call +1 973-539-2660 and enter your customer code followed by your pass code and follow the message prompt. A member of the Technical Support Team will contact you and attempt to fix the problem. Users of this program acknowledge that a work around may be suggested until a more permanent fix can be made. This program is not to be used for general technical questions, this is for Production System Outages only.