The support level you need
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 software, and includes full product support as well as maintenance and upgrade components. AvePoint's dedicated global support team is available to help troubleshoot and, where necessary, remedy issues preventing customers from performing standard product use cases in their environment.
You've got support options
| Component | Basic* | Standard* | Premier |
|---|---|---|---|
| Web support ticket service |  | | |
| Email message services** | | | |
| Minor releases and service packs | | | |
| Live phone support | | | |
| Major releases and upgrades |
***
| | |
| All support components available 24/7 | |
* All checked support components for Basic and Standard customers are available Mon-Fri 7am - 7pm Local Time. Issues received during off business hours will be handled the following business day.
** Email Message Service is only available for updates to already existing cases.
*** Applies only to Multi-Year Standard Maintenance Plans
To inquire about customized support plans, please contact AvePoint sales.
AvePoint TAM Program
AvePoint's Technical Account Management (TAM) program is designed specifically to provide the technical and business resources required to fully optimize the benefits of AvePoint solutions for governance, compliance, productivity, and infrastructure management.
AvePoint's TAM Program provides organizations with:
- A single point of contact experienced in both AvePoint and Microsoft technologies.
- Assistance in helping you manage alignment of product capabilities with core business needs.
- An internal advocate for when issues are met.
AvePoint Client Services
AvePoint's Client Services teams provide world-class business and technical experts required to fully maximize your enterprise-wide collaboration technology investments. AvePoint offers both fixed-cost quick start and custom consultative engagements aimed at driving more value from your business solutions and enterprise IT initiatives. In addition, AvePoint offers extensive sustainable adoption and training solutions to ensure your organization successfully reaps the benefits of your technology investments.
Support escalations
At AvePoint, we pride ourselves on our global, 24/7 customer support. In this aim, we have several lines of defense to make sure that we continue to offer you the best quality support possible.
The first level of support are handled by our Tier 1 analysts, and if an escalation is needed, they will engage either a Senior Analyst or a Tier 2 analysts – AvePoint's senior technical resources. Our Team Leads oversee all escalations and will step in when necessary to ensure the best customer experience possible.
If you are faced with a highly critical issue, or are unsatisfied with the level of support you are receiving, please request an escalation with your support representative directly. You may also do so by emailing support@avepoint.com or calling our support lines directly and relaying your concern to an analyst. We will have a Senior Analyst or a Tier 2 analyst provide assistance with the case, and if necessary, transfer the case to another representative.