Support Policy
Overview
This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue resolution.
The Action1 Website (https://www.action1.com) provides a wealth of information. Refer to the following online resources before you contact Action1 Customer Support.
| Discord Server | Exchange information with other Action1 customers and the team behind the product; contains product-specific conferences. It is maintained and moderated by the product management team. Available at no additional charge. https://www.action1.com/discord/ |
| Support Portal | Please log on to our Customer Support Portal to submit a support case. https://www.action1.com/support/ |
| Documentation | Review and download the latest product documentation online. https://www.action1.com/documentation/ |
Supported Languages
Action1 is pleased to offer technical support services in the following languages during regular business hours (8 am to 8 pm Customer Local Time).
| United States | English |
| Canada | English |
| Europe, Middle East, Africa | English |
| Asia Pacific | English |
| Latin America | English |
Support Programs
All customers with effective subscription, regardless of their program, are entitled to contact support to open a case via email, phone, or web 24x7x365.
Trial Support
Trial Support program provides software support services during business hours (Monday through Friday) as defined below during the evaluation period.
Standard Support
Standard Support program provides software support services during business hours.
Business Hours are defined as follows and are Customer Local Time
| Support Program | Business Hours |
| Trial Support | Monday – Friday 8 am – 8 pm |
| Standard Support | Monday – Friday 8 am – 8 pm |
Severity Definitions and Response Time SLA
Severity Level Guidelines
Severity levels provide an indication of the urgency of an issue and help us provide a rapid and effective response. Categorizing severity levels incorrectly hinders the overall case-handling process and can adversely affect you. When you report an issue, you and the Action1 Support Engineer should discuss and agree upon an appropriate severity level. You have the option to change the severity level of an issue as business conditions change around the impact.
Response goals are intended to provide a target for initial response to an issue or query. We will work a Severity 1 issue around the clock for Standard Support if you have a technical resource available to work with us until:
- A resolution or workaround is in place and business impact has been mitigated.
- The severity is mutually downgraded.
* Trial Customers
We make best effort to provide equivalent of “Standard Support” response times to customers with valid trial license during the official evaluation period.
We respond to problem reports based on the following guidelines:
* Note when indicated Business hours are M-F 8 AM – 8 PM local time.
| Severity | Description | Standard Response SLA |
| High | A business-critical software component or an Action1 managed system is inoperable, unavailable or there is an emergency condition which requires an immediate workaround or solution. | 2 business hours |
| Medium | Adversely impacting production operations but the production system is not down; product operates but is restricted. | 12 business hours |
| Low | A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented. Minor issue or question that does not affect the product function and can be readily circumvented. | 24 business hours |
Contacting Customer Support
Your organization should designate a few representatives responsible for opening cases with Action1 and receiving maintenance information. They should have the appropriate technical skills and system level access to work with Action1 Support Engineers in resolving open issues. These support contacts will be your interface to Action1 Support and should be notified of all issues that surface within your organization. They will escalate issues to Action1 Support as necessary.
Be prepared to provide the following information:
- Your name, company name, and telephone number with extension
- Case number (if applicable)
Logging a Case
Any information you can provide regarding the issue you are experiencing could have a significant impact on how fast the issue is diagnosed and resolved. You will be asked to provide the following information:
- Issue description, impact on your system and business operations, issue severity, and the exact text of error messages and diagnostic details.
- Steps to reproduce the problem, known workarounds
- Contact number where you can be reached
- Best time to reach you, and contact method (i.e., email/phone)
Submitting a Support Case
To file a case, you may use any method below. We encourage you to set the initial severity level for the problem when submitting a case.
Via the Customer Portal
You can submit a case using a web browser in customer portal: https://www.action1.com/support. Please follow the new case wizard to open a case. Upon submitting the case you will receive an electronic confirmation with a unique case number sent to your email address.
Via the Phone
To open a case using the phone call one of the phone numbers mentioned in Contacts below. After you log the case with the customer representative. If required and depending on subscription type, support offering and severity level, your call will be transferred to an appropriate support engineer to resolve your issue over the phone.
Following Up
A support engineer will contact you by phone and/or email or a combination of both as appropriate during the resolution process. Severity levels may be adjusted with customer consent and mutual agreement on the degree of the impact based on the Severity definitions.
Customer Support Issue Resolution
Action1 Support provides trained resources to research and resolve issues on a timely basis. While an issue is opened, the support team will keep you informed of the resolution status and will notify you when a reported issue has been resolved. If at any point during the resolution process, you become dissatisfied with the handling of your issue, simply contact the case owner and request an escalation to the manager. This allows us to understand your concerns and make adjustments in resources if necessary.
We will make three attempts, on separate business days, to contact you for updates or information on an open case. If we are unable to make contact with you, we may close the case without your consent. If the issue continues to exist, you may open a new case and reference the old one.
Resolution of a support case can include any of the following actions:
- Software that provides a fix for the problem (case closed)
- Permanent business or system workaround (case closed)
- Temporary business or system workaround (case severity level is reduced)
- Action plan for the development of a fix or workaround: milestones and dependencies are set, communicated, and tracked (case severity level might be changed)
- Issue is a customer-specific customization or enhancement, and is not covered under maintenance (customer notification, case closed)
Customer Satisfaction Surveys
We periodically survey customers to obtain additional feedback on recent experiences with Customer Support and the survey results are reviewed by management. When a support case is closed, an email may be sent to the customer contact associated with the case. The email contains a link to an online survey with questions covering areas such as the handling of the support case, professionalism, knowledge of the support engineer and overall satisfaction with the management of the case.