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

From Amperity

To report a problem directly from Amperity:

  1. Click the icon in the title bar.

  2. Select Report a Problem.

  3. On the Report a Problem page, provide a title and description, select the product area, and then choose the level of urgency. Please review the descriptions for each urgency level before submitting your report. If you choose Emergency it will page the on-call engineer.

  4. Click Submit.

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

6am to 6pm Pacific Time Monday to Friday (excluding holidays).

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

Support Email

support@amperity.com

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.

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 1 hour

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 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 business hours

Status updates every business day until solution is received.

We will work during business hours to resolve Severity Level 2-4 incidents in order of their priority.

3 (Normal)

1 business day

As necessary during business hours until solution is received.

Same as severity level 2.

4 (Low)

2 business days

As necessary during business hours until solution is received.

Same as severity level 2.