Difference between revisions of "ASL Support"

Latest revision as of 22:42, 2 November 2013

[edit] ASL Standard Support Methods

Email: The simplest and easiest way to get support is to send email to: support@atomicorp.com

Support Portal: Support Portal - Use the portal to open a new case, to report a bug or to search the documentation and knowledge base.

License Manager: Subscription Management Portal - use this to control your subscriptions.

Wiki and Documentation: Atomicorp Wiki - The Wiki is an open documentation platform to supplement the knowledge base and also to provide an area for members of the ASL community to add their own support documentation, customizations and other information regarding our products. The Wiki is open to any registered user.

FAQs: ASL FAQ

Knowledge Base: Atomicorp Knowledge Base and product documentation search (Must log in to the support portal)

[edit] Atomicorp Support Portal

The Atomicorp Support portal allows you to access all your cases, bugs, newsletters and the knowledge base for all Atomicorp products.

The portal allows customers to setup multiple support accounts for their personnel, therefore it uses a different system from the Atomicorp product download manager. Your login credentials for installing ASL will not work to log into the support portal so just select the New user? Please register option under the support portal login screen.

Portal accounts are setup by our support team to ensure that requests for access to an account are valid, and also to set the support parameters for a given customer. Therefore if you request access to the support portal it may take some time for a member of the support team to review the request and set up the account. Also, make sure you fill out your email address with any support portal access request. We can not send you your login credentials without it!

[edit] ASL Extended Support Methods

Phone support is also provided to Extended Support contract holders. Please review your contract details for phone numbers and your account representatives information.

If you wish to purchase extended support, please send an email to support@atomicorp.com for details.

[edit] ASL Support Levels

ASL Support is current available in two forms:

ASL Standard Support, which comes with all ASL subscriptions. Standard Support is available from 9AM to 5PM EST, Monday - Friday excluding holidays.

ASL Standard Support includes:

Access to the Atomicorp Support Portal

E-mail Support during standard support hours.

ASL Extended Support, which offers longer support hours, priority support and off hours support. For information about extended support, please contact our sales department at: sales@atomicorp.com.

ASL Extended Support includes:

Access to the Atomicorp Support Portal

E-mail Support.

Priority Support

Phone Support

[edit] Recommended Support Steps

1. Check the ASL FAQ to make sure your issue is not already covered

2. check this Wiki and ASL documentation

ASL Documentation

Atomic Secured Linux

ASL Troubleshooting

3. Check the knowledge base

Atomicorp Knowledge Base

We use the Knowledge Base to document ASL, provide tips and to expand on issues that can not be documented as easily in either this FAQ or in the Wiki.

4. Check the forums

Atomicorp Forums

Your issue may already have been addressed by another user, or we may have responded to it already in the forums.

We do read the forums, but if you use either email or the support portal you will be communicating directly with the entire support team and we always respond to direct customer requests first. The forums are not a direct communication method, so if you issue is urgent please open a case or email support.

5. Open a case in the support portal if you can not find your answer in any of the above

You can open a case directly from ASL by clicking on the support tab in ASL or you can log into the portal directly here:

Atomicorp Support Portal

This is the best way to open a case and its also the fastest.

6. Send an email to support

Email support@atomicorp.com.

We are fanatical about our customers, so please let us know what we can do to help and we'll get right back to you.

[edit] Standard support hours

Support business hours are 07:00 AM to 07:00 PM, US Eastern Time, Monday through Friday, excluding US holidays.

Our holiday schedule is published here: Atomicorp Holiday Schedule.

Support requests received after hours or on holidays will be addressed during the next business day.

[edit] Support Status

New: The case is submitted to Customer Support, and is waiting for an initial action.

Assigned: The case has been assigned to a customer support representative, and investigation will being shortly.

In Progress: The case has been assigned to a customer support representative, and investigation into the issue is beginning.

Pending Internal Input: The customer support representative is consulting with a colleague for the next step in resolving your case. When additional information is available to share with you the status of the case will change, and information will be added to your case at that time.

Pending External Input: The customer support representative is awaiting an action by the customer contact in order to proceed with the next step in resolving your case.

Closed - Resolved: A solution has been provided for your case. If the provided solution does not satisfy your needs, please submit a Note through Support Portal to re-open the case.

Closed - No Response: The customer support representative has been unable to reach the customer contact. You may submit a Note through Support Portal to re-open the case at a later time.

Closed - Defect: A product defect, or bug, has been submitted as a result of this case. The status and progress of the bug can be tracked through Bug Portal.

Closed - Feature Request: A product feature request has been submitted as a result of this case. The status and progress of the bug can be tracked through Bug Portal.

Closed - Update Available: An Update is available for this issue. Please see the case notes for any specific actions that should be taken to install this update.

Closed - Fix Available in Next Release: An fix will be available for this issue in the next official release of the software.

Closed - Not Repeatable: It was not possible to recreate this issue by either the customer or the support representative.

Pending Confirmation: A solution has been provided for your case. However, the customer support representative is awaiting final confirmation of the solution from the customer before fully closing the case.

Re-Opened: A case that was previously marked with a Closed status has been re-opened by customer request.

Duplicate: Another case has been submitted for the same customer, and that case will be treated as the case of record. Please reference the Status Summary field for the other case tracking number.

Rejected: This case has been rejected as an invalid case by a customer support representative. The reason for the rejected status will be referenced in the Status Summary field.

[edit] Extended support hours

24/7 support is available to customers with extended support contracts. Please contact sales@atomicorp.com for more information.

Phone support is available to customers with existing extended support contracts. Please contact sales@atomicorp.com for more information about extended support contracts.

Phone support is not available without an existing extended support contract.

[edit] Unofficial Support Methods

[edit] Forums

Atomicorp Forums

[edit] IRC

IRC support is unofficial. This channel is not monitored 24/7. Please open a case for official support: https://www.atomicorp.com/support/support-portal.html

Server:

irc.atomicorp.com

SSL: port 8888

non-SSL: port 6667

Our unofficial support channel is #support.