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AvePoint Delivers 24/7 Global, Live Support

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 software, and includes full product support as well as maintenance and upgrade components.

Support Components Basic Standard Premier
Web support ticket service hours
Mon-Fri 7am – 7pm Local Time
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Email message service hours
Mon-Fri 7am – 7pm Local Time
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Issues received during off business hours will be
handled the following business day
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Live phone support
Mon-Fri 7am – 7pm Local Time.
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Off business hour 24/7 Live Phone Support     Icon_c
Priority Handling of all support requests     Icon_c
       
Software Maintenance Components Basic Standard Premier
Minor Releases and Service Packs Icon_c Icon_c Icon_c
Major Releases and Upgrades   Icon_cStar Icon_c
DocAve Customization     Icon_c
    * Applies only to Multi-Year
Standard Maintenance Plans
      

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

  
Low - 48 hours Medium - 24 hours
Minor issue, which does not impact production
environment
An issue effecting production environment at a minor
level
Documentation error that does not directly impact
a job on production
Very limited direct impact on operations
Feature or suggestion for enhancement  
High - 4 hours Very High - 2 hours
An issue effecting production environment at a major level DocAve activities on production environment are
completely inoperable
Production environment is operational, but DocAve
activities are limited
Major restoration or project is at a mission-critical
state
Long-time adverse effects can lead to productivity
being hindered
Severe impact on business operations

Contact Information

By Email: Support@avepoint.com
By Telephone:

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

During off-hours (7:00pm-7:00am Local Time):
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:

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. 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.

View our Incident Management Procedures