Ascent Technology support services
Premium Support Services help you use Ascent Technology solutions productively and worry-free
Ascent Technology provides Premium Support Services for the SmartAirline Operations Center solution and the SmartAirport Operations Center solution available through our From Touchdown to Takeoff cloud-hosted service.
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 09:00–17:00 Boston, 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.
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 customer-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 customer-support team via a telephone call, an e-mail message, or the password protected Ascent Technology customer-support website; or calls the Ascent Technology support hotline for emergency assistance.
Ascent Technology maintains an 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 customer-support team takes to resolve the problem.
Your organization's point-of-contact person and the Ascent Technology customer-support team work together to assign a severity level to each reported problem, using the following guidelines.
| Severity level | Description | Explanation | Response time |
|---|---|---|---|
| 1 | Urgent | A fault in the production environment that causes multiple significant features of the solution to fail, hang indefinitely, or affect business operations severely | Premium Support: Within 30 minutes, 24x7x365. |
| 2 | High | A fault that causes a single significant feature of the solution to fail, leading to a loss of service to some users or a loss of minor functionality while major software functions continue normally. | Premium Support: Within two hours, during Ascent Technology's regular business hours |
| 3 | Medium | A fault that causes a minor portion of the solution to fail, which may have a work-around procedure, and does not impede most users in their ability to perform their work | Premium Support: Within 24 hours, during Ascent Technology's regular business hours |
| 4 | Low | A question or a request for documentation or for an explanation of product functionality | Premium Support: Response to a question within one business day; response to a request for documentation or explanation of product functionality within two business days, during Ascent Technology's regular business hours |
Ascent Technology's regular business hours are Monday through Friday, 09:00–17:00 Boston, 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.