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MAINTENANCE & SUPPORT OPTIONS

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 Right Right Right
Email Message Service ** Right Right Right
Live Phone Support   Right Right
All Support Components available 24/7     Right
Web Support Ticket Service
Basic Standard Premier
Right Right Right
Email Message Service **
Basic Standard Premier
Right Right Right
Live Phone Support
Basic Standard Premier
  Right Right
All Support Components available 24/7
Basic Standard Premier
    Right

*   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.

SOFTWARE MAINTENANCE COMPONENTS

  Basic Standard Premier
Minor Releases and Service Packs Right Right Right
Major Releases and Upgrades   Right Right
DocAve Customization     Right
Minor Releases and Service Packs
Basic Standard Premier
Right Right Right
Major Releases and Upgrades
Basic Standard Premier
  Right Right
DocAve Customization
Basic Standard Premier
    Right

*   Applies only to Multi-Year Standard Maintenance Plans

WEB SUPPORT TICKET RESPONSE TIME BASED ON SEVERITY OF ISSUE

Low

LOW

48 HOURS

  • Minor issue, which does not impact production environment.
  • Documentation error that does not directly impact a job on production.
  • Feature or suggestion for enhancement.
Low

MEDIUM

24 HOURS

  • An issue effecting production environment at a minor level.
  • Very limited direct impact on operations.
Low

HIGH

4 HOURS

  • 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.
Low

VERY HIGH *

2 HOURS

  • DocAve activities on production environment are completely inoperable.
  • Major restoration or project is at a mission-critical state.
  • Severe impact on business operations.

*   We recommend calling us for an immediate response

ADDITIONAL SUPPORT OPTIONS

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:

  • 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.

Learn More about AvePoint TAM Services.

CONTACT INFORMATION

BY TELEPHONE:

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
BY EMAIL:

support@avepoint.com

*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:

  • 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