The AVA Hosted team is constantly working on enhancing the features and performance of our SaaS solution. We listen carefully to our customers and reflect their business requirements into the service’s core or add-on functionalities.

 

Releases

Our release policy is aimed to better accommodate our customers’ demand for rapid functionality deployment.  Our plans usually include 3 to 4 new releases per year, with periods between individual releases being around three or four months.  This decreases the waiting time for new features to become available and facilitates the upgrade process.

 

Upgrades

Updates and patches are applied to customers’ systems when they become available according to an agreed schedule.

All issues should be submitted in our tracking system. Users are encouraged to provide as much information about the equipment, configuration and problem as possible. A reply is immediately sent to the customer, containing a tracking number for each case.

 

Login

 

Login to our ticketing system using your user credentials.

If you can not click on the link copy and paste the URL in your browser: http://support.avangardsolutions.com

 

Our Process

Once the customer’s request has been logged and prioritized, we will work with the customer on resolving the issue. If the request is informational in nature, this information will be supplied and the request closed with the customer’s approval. If further troubleshooting or investigation is required, we will work on the issue. The customer will be kept informed of progress based on the update commitments. In the unlikely event that the support request cannot be resolved and/or a third party’s involvement is required, customer will be notified immediately so that the appropriate further steps can be agreed and implemented.

 

Upon receipt of a new ticket, our staff gathers the appropriate information and assigns a priority to the request.

 

Definitions of the priority levels are as follows:

• Priority 1: The customer’s network is down and severely degraded, or business operations are being critically impacted. Our staff will dedicate resources around the clock until a solution is found.
• Priority 2: The customer’s network is severely degraded. Our staff will devote resources to resolving the problem during normal working hours.
• Priority 3: The customer’s network operation is impaired, yet generally functional. Our staff will devote resources to resolving the problem during normal working hours.
• Priority 4: The customer has requested configuration or planning assistance to optimize performance of the network and/or asked a question about the system and its features. Our staff will respond to such request during normal working hours.

 

Escalation of Customer Requests

Once the customer’s request has been logged and prioritized, we will work with the customer on resolving the issue. If the request is informational in nature, this information will be supplied and the request closed with the customer’s approval.

 

If further troubleshooting or investigation is required, we will work on the issue. The customer will be kept informed of progress based on the update commitments.

 

In the unlikely event that the support request cannot be resolved and/or a third party’s involvement is required, customer will be notified immediately so that the appropriate further steps can be agreed and implemented.