Amperity Customer Support

Amperity Customer Support is dedicated to providing responsive, high-quality assistance to your inquiries. Our support processes and tools are designed to meet the requirements of enterprise-level computing environments.

Contact Support

You may reach out directly to Customer Support using any of the following options:

Contact Mode

Details

Support Availability

Support Email

support@amperity.com

9am to 5pm Pacific Time Monday to Friday (excluding holidays)

On-call support provided for highly-impacting, business-critical issues, as described below:

  • To create an "Emergency" severity ticket, include the key word [Emergency] (brackets included) in the subject line of your email
  • To create an "High" severity ticket, include the key word [High] (brackets included) in the subject line of your email

via Amperity

To report a problem directly from Amperity:

  1. Click the icon in the title bar.

  2. Select Report a Problem.

  3. You will receive an email acknowledging receipt of your submission, to which you can reply to interact with our support team.

 

Severity levels

Severity Level

Description

1 (Emergency)

Emergency

  • Full or partial system outage
  • Significant performance degradation
  • Data integrity issues making the product unusable or unavailable

2 (High)

Significant business impact

  • Widespread and persistent impacts to major functionality
  • Significant performance degradation that impacts many users

3 (Normal)

Normal

  • Questions about how to use a function or feature
  • Application not performing as expected or documented
  • System performance issues

4 (Low)

Minor problem or enhancement request

  • Feature or enhancement requests
  • Product feedback
  • Inquiries regarding a routine technical issue
  • Information requested on application capabilities
  • Requests for configuration changes

Targeted response times

For your contractual response time SLAs, please reference your signed Master Service Agreement.

Severity Level

Initial Response Time

Status Updates

Resolution

1 (Emergency)

Within 30 minutes

Status updates every hour until solution is received.

We will use best efforts (and Customer will make a representative available, as necessary) to work 24 hours per day, 7 days per week, to resolve all Severity 1 and Severity Level 2 technical support issues until a temporary repair or workaround is in place. A permanent repair will be performed during business hours.

2 (High)

Within 4 hours

Status updates every 8 hours until solution is received.

Same as severity level 1.

3 (Normal)

1 business day

As necessary during business hours until solution is received.

We will work during business hours to resolve Severity Level 3 and 4 incidents in order of their priority.

4 (Low)

2 business days

As necessary during business hours until solution is received.

Same as severity level 3.