Product Support

AvePoint knows everyone could use a helping hand. Whether you've got questions about installation, found a glitch in the system, got locked out of your account, or need a little moral support, we've got your back. We're here to ensure you get the most out of your AvePoint investment—just don't ask us for relationship advice.

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Portals of AvePoint

The gates are now open! Access everything AvePoint in our new customer portal.

phone

Pick up the phone

Call anytime, any day! Just dial one of the numbers listed below and you'll instantly be connected to a member of our support staff.

+1.800.661.6588

email

Send us an email

Need an update on your existing support ticket? Send us an email and we'll get back to you ASAP!

Phone support

  • United States/Canada: Toll free - +1.800.661.6588 (option 2)
  • Australia: +61 3 7019 2458
  • United Kingdom: +44 207 421 5199 (option 2)
  • Singapore: +65-6692-9028
  • Germany: +49 89 219098900
  • France: +33 3 58 28 89 59
  • Sweden: +46 8 535 270 43
  • Switzerland: +41 44 532 39 00
  • Netherlands +31 70 7011100
  • Belgium: +32 2 895 4404
  • Other Worldwide: +1.201.793.1111 (option 2)

Get a resolution quickly:

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 & ticket severity

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.

Medium

24 Hours

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

High

4 Hours

  • An issue effecting production environment at a major level.
  • Production environment is operational, but product activities are limited.
  • Long-time adverse effects can lead to productivity being hindered.

Very High*

2 Hours

  • Product 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

Support Scope

Please keep the following points in mind when contacting us with your support needs.

We will troubleshoot any errors that occur during normal product usage and work toward a solution with you.

We will troubleshoot issues specific to our products. If an issue is determined to be related to your IT environment, we suggest you work with your internal IT team or platform provider (e.g. Microsoft, Google, or Salesforce) to resolve the problem.

We pride ourselves on speed, and so we function with an email-forward stance as we find it’s the most efficient way to review and resolve your issues. You can always request screensharing sessions, but those sessions will depend on the severity of the issue, allocation of resources, and if previous resolution steps were provided.

We encourage you to review our documentation – such as knowledge base articles and user guides – to try to resolve any issues before contacting us. If you need clarification after you’ve reviewed our information, we’re happy to assist you.

Full configuration of your AvePoint products is not in scope. We focus on resolving the issues with your already configured AvePoint products. We will provide you with resources on how to do this, and when necessary assist with quick questions in a 15-minute session. We will not take control to perform the configurations – control will remain with you to encourage active learning.

Support ticket submissions will follow our normal SLA timeframes.

Dedicated resources for white glove service is not in scope. If you wish to have this type of service, we encourage you to review our maintenance and support services options.

For our MSPs, please keep the following points in mind

For onboarding, please refer to our enablement guidelines for our current scope.

If you encounter marketplace licensing problems, we can perform baseline troubleshooting. However, we strongly recommend you work with your marketplace’s support team for a more efficient resolution.

support

Maintenance & support services

Let our experts take care of managing the software we build. We provide timely, reliable service so you can spend your time focusing on other projects.

lifecycle

AvePoint Lifecycle Policy

AvePoint is committed to supporting your technology investment according to the included Lifecycle Policy.

email

Track your request via email

Want to track the status of your submitted ticket or request? Simply send us an email, and we'll respond as soon as we can.

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