Overview of Technical Support Services
Agari Technical Support provides for an enhanced level of support, with online case submission and tracking. Agari’s Technical Support includes:
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Online case submission and tracking through the Agari Customer Portal
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Toll-free telephone support
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24x7 Knowledgebase access to registered users
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24x7 Critical Issue (P1) Phone Support with under one (1) hour response time
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Business-hour support providing call-back responses for all other issues
How to access our service:
In order to access Agari Technical Support, please contact us as listed below:
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For Priority 1 / 2 issues:
o Call our toll-free telephone number: (855) 682-1708 -
For Priority 3 / 4 issues:
o Send an email to support@agari.com -
24x7 Knowledgebase access to registered users: https://agari.zendesk.com/hc/en-us
Technical Support Response times
|
Priority level |
Response time |
Definition |
|
Priority 1 |
1 hour |
Priority 1 means an existing environment is down or there is a critical impact on our customer’s business operation. |
|
Priority 2 |
2 hours |
Priority 2 means the operation of an existing environment is severely degraded or business operation is negatively impacted by the unacceptable product performance. |
|
Priority 3 |
One Business day |
Priority 3 means the operational performance of the environment is impaired, although most business operations remain functional. |
|
Priority 4 |
Next Business day |
Priority 4 means information is required on Agari product capabilities, installation, or configuration. |
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