Support

We provide direct support 24 hours per day and 7 days per week at no additional cost for all our customers and ensure that every customer gets the technical expertise they need, on-demand, by qualified technology and security experts. At Amandata, we are committed to providing the highest quality service so that customers get full value from their security services. Where many companies offer first line support and service based on investment level, Amandata dedicates a cyber security experts to support every customer.

 

Amandata Technical Support SLA
Support is included in all our services and our technology licenses. There are no charges associated with the use of this service and there are no limitations to the amount of cases or calls a customer may have.

Email and support requests submitted via website

  • Email support is available 24/7
  • All support requests submitted will receive a response within 24 hours
  • 95% of all emails shall be responded to within 4 hours

Phone Support

  • Phone support is available 24/7
  • All customers are eligible for phone support. Phone support covers questions related to the our services and security solutions.
  • All calls answered within 5 minutes
  • 95% of all calls shall be responded to within 90 seconds

Tickets

  • Support incidents are assigned with a ticket. This ticket is the Case-ID indicated in emails from support.
  • Tickets that are waiting for a customer’s reply may be closed after 7 days. Before a ticket is closed, an email is sent as a reminder. If new communication is received the ticket is reopened.

Customer Requirements

  • Customer must have an active Amandata Subscription Services.
  • Communication with support should reference the assigned Case-ID to track the case.