Ascent Technology support services

Two levels of support services to help you use Ascent Technology solutions productively and worry-free

Ascent Technology offers a choice of two levels of customer support services, Standard Support Services and Premium Support Services.

Standard Support Services. Standard Support Services provides access to the Ascent Technology customer support team for remote assistance by telephone, email, and a password-protected customer-support website.

  • Hours of assistance: Monday–Friday, from 09:00–18:00 Cambridge, MA, time, excluding Ascent Technology holidays
  • The expected response time for Severity Level 1 problems is two hours from the time Ascent Technology receives the request for support, during Ascent Technology regular business hours
  • Includes standard software maintenance fixes, upgrades, and releases.


Premium Support Services. Premium Support Services provides access to the Ascent Technology customer support team for remote assistance by telephone, email, and a password-protected customer support website.

  • Hours of assistance for Severity Level 1 problems: 24 hours/day, 7 days/week
  • Hours of assistance for noncritical problems: Monday–Friday, from 09:00–18:00 Cambridge, MA, time, excluding Ascent Technology holidays
  • The expected response time for Severity Level 1 problems is 30 minutes from the time Ascent Technology receives the request for support
  • Includes standard software maintenance fixes, upgrades, and releases.


When you license an Ascent Technology solution, Ascent Technology offers a choice of two levels of customer support services, Standard Support Services and Premium Support Services.

When you gain access to an Ascent Technology solution through a subscription agreement, Ascent Technology includes Premium Support Services with the subscription.

How to report a problem

Every organization that uses an Ascent Technology solution has at least one person who serves as the organization's point of contact with Ascent Technology for support issues. Typically, the person has received specialized system administrator training for the Ascent Technology solution and is responsible for reporting problems to Ascent Technology, working with Ascent Technology's support team to assign problem-severity levels to reported problems, and tracking resolutions to reported problems.

When you need assistance with an Ascent Technology solution, the first thing to do is to speak with the person who serves as your organization's point of contact with Ascent Technology. Often the person can resolve your problem by, for example, refreshing your memory about how to use a particular feature of the solution.

When the problem is more serious, your organization's point-of-contact person sends an incident report to the Ascent Technology support team via a telephone call, an e-mail message, or the password protected Ascent Technology support website; or calls the Ascent Technology support hotline for emergency assistance.

Ascent Technology maintains incident-tracking database that enables your organization and the Ascent Technology support team to track problem reports. Each report contains a description of the problem, when the report was made, the name of the person who reported the problem, the severity level of the problem, and information about how to reproduce the problem. It also contains summaries of communications between your organization's point-of-contact person and the Ascent Technology support team and the steps the Ascent Technology support team takes to resolve the problem.

Your organization's point-of-contact person and the Ascent Technology support team work together to assign a severity level to each reported problem, using the following guidelines.


Severity level Description Explanation Response time
1 Critical A fault that causes all or most of the solution to fail, leading to a loss of service to all or many users Premium Support: 30 minutes, 24x7x365. Standard Support: 2 hours, during Ascent Technology's regular business hours*
2 Major A fault that causes a portion of the solution to fail, leading to a loss of service to some users. Typically there is no workaround, and the problem could lead to a critical failure if not resolved in a reasonable amount of time Premium and Standard Support: 4 hours, during Ascent Technology's regular business hours*
3 Minor A fault that causes a minor portion of the solution to fail, which may typically have a work-around procedure, and does not impede most users in their ability to perform their workPremium and Standard Support: 24 hours, during Ascent Technology's regular business hours*
4 Request A request for a CD, documentation, or an explanation of product functionality Premium and Standard Support: confirmation of receipt of your request within one day; delivery of CD, documentation, or explanation of product functionality within one week

* Ascent Technology's regular business hours are Monday through Friday, 09:00–18:00 Cambridge, MA, USA, time, excluding Ascent Technology holidays.


Learn more about Ascent Technology support services

To learn more about Ascent Technology's support services, send email or call Ascent Technology's sales and marketing team at +1.617.395.4820.

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