AST-IT strives to provide Maintenance and Support Services designed to optimize the performance of the solution you procure.

Why you need Technical Support?
Industry analysts believe that a significant portion of a company’s computing costs are the result of end users figuring out how to use new systems. Save time and money by bundling your support requests through a single technical support channel.

This technical support program provides extended services for requesting, logging, and responding for customer’s support demands around the clock and 365 days during the contract execution. 

Support Objectives: Consistent with industry standards, our Technical Services Team objectives are:

1. To replicate the reported Error;
2.  To provide a known solution, or possible set of solutions, to the reported Error using an existing software patch or a known configuration setting when available;
3.  To assist in diagnosing Licensee’s problem in those instances where Licensee has followed Kofax’s instructions and Licensee has still been unable to resolve the Error;
4.  To escalate a Support Request when a resolution cannot be found within the defined guidelines by creating a severity level diagnosis after Licensee has communicated that the Error is negatively impacting its business;
5. To manage the open Support Request volume to ensure Licensee’s Support Request is resolved in a timely manner; and
6. To follow up with Licensee to ensure that, the provided resolution has solved the Error.

Support Services: Technical Support Services offers comprehensive high-value technical support for customers with strategic business systems. The Support Services include two primary options: Standard Support and 24X7 Support.

• Standard Support: The Standard Support is offered during normal business hours and includes assistance with configuration, installation, usage, performance and issue diagnosis. Standard Support generally provided by Certified Consultant. Standard Support Provides telephone, Web and sometimes email access to technical analysts for problem diagnosis, resolution, status reporting, documentation clarification, and technical guidance. Standard Support is typically available 11hours a day, 5days a week, Saturday through Thursday. For major migrations and other large projects, customers can also purchase single-use, after-hours support to supplement STANDARD support. AST-IT provides 24X7 supports for available for weekdays, weekends, holidays, or any other after-hours time frame that meets the customer’s business need. AST-IT’s Technical Services requires at least one week advanced notification for this type of support.
• 24X7 Supports: AST-IT’s 24X7 Support provides the same level of support as Standard Support, plus extended telephone access 24hours a day, 7days a week, 365 days a year for Severity 1 issues. 24X7 Support is provided in English.