Global Customer Support Overview
AmberNet Support Features
Our Goal
At AmberNet, our goal is to deliver solutions that meet or exceed established standards of performance and quality to help our customers achieve their business objectives. Pursuant to that goal, we have designed and implemented a Global Customer Support (GCS) program that offers several levels of support, enabling the customer to select the level that is best tailored to the needs and requirements of your organization.
Commitment to Excellence
AmberNet GCS is dedicated to helping customers achieve success not only by responding to the challenges that they face today, but also taking advantage of opportunities to help them stay ahead of the competition in a dynamic marketplace. GCS is also involved in understanding customer needs and requirements. Whether a company is implementing the software for the first time, testing new products, integrating its products with the AmberNet product portfolio, or upgrading existing products, GCS is committed to supporting customers’ and partners’ application needs through all phases of implementation and day-to-day use.
AmberNet Product Portfolio
This service description details the delivery of GCS services for the following AmberNet products:
- uSEP Platform
- uCare
- uProvisioning
- uActivation
Hours of Coverage
GCS provides services to customers during the hours of coverage as determined by the customer’s Support & Maintenance Agreement. Generally, this coverage period is from 8:00 a.m. to 5:00 p.m. to AmberNet’s business hours, excluding AmberNet observed holidays, unless specified in the Support & Maintenance Agreement.
After Hours Coverage
Any GCS services requested and agreed to be provided outside of the hours of coverage stated in the customer’s Support & Maintenance Agreement will be charged. An Extended Service offering is available as described in the GCS Service offerings section.
On Site Services
Onsite services for problem resolution are provided at AmberNet’s discretion if deemed necessary to resolve a product defect and/or on a Time and Materials basis if requested by the customer. A formal quotation and agreement shall be arranged prior to commencement of any requested travel to the customer’s site.
Contacting Global Customer Support
| Product | FTP Site | Phone | |
| uSEP | usepSupport@ambernettech.com | ftp.ambernettech.com | +1-888-300-6147 |
| uCare | uCareSupport@ambernettech.com | ftp.ambernettech.com | +1-888-300-6147 |
| uProvisioning | uprovSupport@ambernettech.com | ftp.ambernettech.com | +1-888-300-6147 |
| uSEP | uactSupport@ambernettech.com | ftp.ambernettech.com | +1-888-300-6147 |
Web Access
The preferred method of reporting Issues is via our website. The Internet provides a common easy access vehicle to submit Issues directly from customers into our Issue Management System. The submitter will be prompted to use his/her user login and password. Issues entered via the Internet are submitted directly into our Issue Management System. Customers will be able to view their assigned ticket numbers online, upon submission. If customers can not view the issue submitted, they should call the Customer Support Operations team to ensure that their Issues were logged successfully. The Web URL is: http://sfee-hosted.ad.ambernettech.com/sf/projects/usep_support_helpdesk
Mandatory: For Severity 1 - Emergency Issues (Production Only); please call Global Customer Support immediately upon Web submission in order to increase the issue’s severity to Critical. After normal business hours, please call only if this falls within your Support Contract terms. Please note, the customer must be available to work online with AmberNet 24 x 7.
Phone
In an emergency the Primary Customer Contact may phone GCS and provide the required information verbally. To contact Customer Support, please use the appropriate toll free number and if necessary leave a message including the customer name, company name, phone number, and a summary of the problem. A Customer Support Operations Coordinator will be paged as soon as a message is left on the voice mail system and will return the call. Please review the applicable form to understand the type of information required when submitting an issue.
Global Customer Support Service Offerings
| Silver | Gold | Platinum | ||
| Global Customer Support Offerings | Help Desk |  |
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| Technical Support | |
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| Unlimited Issue Submission | |
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| Shared Account Mgmt. | |
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| Access via Web, Email, Phone | |
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| FTP access | |
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| Software Upgrades | |
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| Enhancement Requests | |
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| Client-Specific Report of Open Issues | |
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| Customer Primary Contacts | |
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| Monday-Friday AmberNet business hours unless defined in contract | |
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| Optional Services | 24 X 7 for Sev 1 Issues | |
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| Dedicated Technical Support Analyst | |
More Information
For more information pertaining to GCS, including issue escalation & management process and the various terms/policies and conditions governing your support contract, please refer to you Support & Maintenance Agreement.