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AvePoint Maintenance & Support Services

AvePoint’s Basic, Standard, and Premier Maintenance service plans provide IT departments more time to focus on other projects and less time managing AvePoint software. This timely and reliable service will ensure you get most out of your DocAve and/or Atlas software.

Maintenance Level Basic Standard Premier
Email / Web Support Tickets Response Time
(During business support hours) 		See response time below See response time below See response time below
Voice Message Response Time (During business support hours) N/A 2 Hours 1 Hour
Support Channel Email / Web Support Ticket Support through: Email, Phone, Website (Support Ticket), WebEx Web Conferencing
Support Hours Monday to Friday 7:00am-7:00pm EST Monday to Friday 7:00am-7:00pm EST 24/7 Support Answering Service during off-hours with 1 hour response time

Note: We will make best effort to beat the response times listed above, but business conditions will vary.

 

Email/ Web Support Ticket Response Time Based on Severity of Issue

Severity: Low – 48HR window for initial response

  • Minor issue, which does not impact production environment

  • Documentation error that does not directly impact a job on production

  • Feature or suggestion for enhancement

Severity: Medium – 24HR window for initial response

  • An issue effecting production environment at a minor level

  • Very limited direct impact on operations

Severity: High – 4HR window for initial response

  • An issue effecting production environment at a major level

  • Production environment is operational, but DocAve activities are limited

  • Long-time adverse effects can lead to productivity being hindered

Severity: Very High – 2HR window for initial response

  • DocAve activities on production environment are completely inoperable

  • Major restoration or project is at a mission-critical state

  • Severe impact on business operations

Contact Information

By Email: Support@avepoint.com
By Telephone:

During business hours (7:00am-7:00pm EST):
Main Line: 201.793.1111 option 2 (800-661-6588)

During off-hours (7:00pm-7:00am EST):
Main Line: 201.793.1111 option 2
*Only Premier Maintenance customers are entitled to off-hour support

When contacting technical support, please be ready to provide
the following information so we can better assist you:
  • Name:
  • Company Name:
  • Contact Phone Number:
  • E-mail Address:
  • Product:
  • Client and Server Versions:
  • SharePoint Version:
  • Maintenance Level:

Response Times for Basic Maintenance

Basic Maintenance provides basic technical needs for the DocAve Software Suite and includes support through email or web tickets for any issue related to your product.

AvePoint provides the following services:

Response Times for Standard Maintenance

Standard Maintenance provides basic technical needs for the DocAve Software Suite and includes support through email, phone, or web tickets for any issue related to your product.

AvePoint provides following services:

  • Acknowledge new web support ticket (www.avepoint.com/support/open-a-support-ticket/) from Monday to Friday 7:00am – 7:00pm EST

  • Acknowledge new e-mail messages (to support@avepoint.com) from Monday to Friday 7:00am – 7:00pm EST

  • Answer calls Monday to Friday 7:00am – 7:00pm EST. If message is taken, we will return the message within 2 hours

  • All issues received during off business hours will be handled the following business day

Response Times for Premier Maintenance

Premier Maintenance provides advanced technical needs for your DocAve Application. With the Premier Maintenance you’re able to receive 24/7 support from our technical staff. Our Premier Maintenance customers are put ahead of the queue and become our top priority in assisting them with any issues they have. This maintenance is recommended if your IT infrastructure is sensitive and needs immediate attention.

AvePoint provides following services:

  • Acknowledge new e-mail messages (to support@avepoint.com) from Monday to Friday 7:00am – 7:00pm EST

  • Answer calls Monday to Friday 7:00am – 7:00pm EST. If message is taken, we will return the message within 1 hour

  • All issues received via email and web ticket during off business hours will be handled the following business day

  • For high priority issues, request for support during off business hours by leaving a message with answering service at 201-793-1111 option 2. AvePoint will respond to message within 1 hour

Support Escalations

The support representative handling your case is Tier 1. Tier 2 would be the senior support staff, including supervisors. Tier 3 is the developers. Tier 1 will engage higher tiers for assistance as necessary; however, the main point of contact for that case will still be the Tier 1 representative.

If you are faced with a highly critical issue, or are unsatisfied with the level of support you are receiving - request an escalation with your support representative. We will have Tier 2 provide assistance with the case, and if necessary, transfer the case to another representative.

Upgrading DocAve Modules to SharePoint 2010

  • Basic Maintenance: Any existing/purchased DocAve modules must be repurchased in order to upgrade to SharePoint 2010.

  • Standard Maintenance: Any existing/purchased DocAve modules are available for FREE upgrade to SharePoint 2010 ONLY under the 3 year Standard Maintenance plan.

  • Premium Maintenance: Any existing/purchased DocAve modules are available for FREE upgrade to SharePoint 2010.