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.
|Web Support Ticket Service|
|Email Message Service **|
|Live Phone Support|
|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.
|Minor Releases and Service Packs|
|Major Releases and Upgrades|
* Applies only to Multi-Year Standard Maintenance Plans
* We recommend calling us for an immediate response
AvePoint’s Technical Account Management (TAM) services are 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 Services provide organizations with:
During business hours (7:00am-7:00pm Local Time):
Main Line: 201.793.1111 option 2 (800-661-6588)
US/Canada: 1-800-661-6588, option 2
Australia: +61 3 9005 8484
United Kingdom: +44 (0) 207 421 5199, option2
Germany: +49 800 3002340
Austria: +43 800 3002340
Switzerland: +41 800 3002340
All other international callers: +1-201-793-1111, option 2
During off-hours (7:00pm-7:00am Local Time):
Main Line: 201.793.1111 option 2
*Only Premier Maintenance customers are entitled to 24/7 phone support
*Email Message Service is only available for updates to already existing cases.
When contacting technical support, please be ready to provide the following information so we can better assist you:
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.