Advanced Systems Concepts, Inc. Support Options

Support

ASCI 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 (98.23% 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.

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.

Support Options: Our customers have the option to select a Technical Support Plan that best suits their organization's requirements.


Features

Gold
Platinum
Platinum with
24x7 Emergency
My ASCI Support Portal

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 (after case submission)

Email

Once your case has been submitted from the MyASCI Support Portal your may reply via email to our Technical Support Team with additional information and or questions or issues on a 24x7 basis. When using email please reply to the email that you received from the ASCISupportTeam@advsyscon.com and include your case reference number.
Knowledgebase

Knowledgebase

ThOur 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

Call Us

You may call us at +1 973-539-2660 option 3 during our normal support 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

Emergency Production System Outages

To contact us for Emergency Production System Outages outside of our normal support 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 Emergency Production System Outages only.
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 support hours of 6:00am – 8:00pm US Eastern Time (GMT - 04:00) excluding ASCI holidays . 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 support hours of 6:00am – 8:00pm US Eastern Time (GMT - 04:00) excluding ASCI holidays. 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 standard user account(s). All Support Cases that are opened during our normal support hours will be responded to between 6:00am – 8:00pm US Eastern Time (GMT - 04:00) excluding ASCI holidays .