ASAP Customer Support

Your supply chain solutions from ASAP Automation are a vital investment in the operation of your business. To continue to get the maximum benefit from that investment, you need timely and effective support. ASAP Automation’s Customer support group is a team of full time experienced professionals dedicated to providing quality support to all of our customers. The support team is available 24/7 by phone and email, and can respond to your issues within minutes.

Response and Resolution

ASAP’s support customers are given access to a dedicated 1-800 number for our answering service, meaning your call is answered by a real person. Our support team has an average response time of less than 4 minutes as well as a clearly defined escalation process allowing you to stay focused on your business goals.

The support team has access to all resources within ASAP (developers, QA, project managers) to help resolve issues and answer questions. The majority of issues reported are handled through remote support with our team accessing your system through VPN connections. If an issue requires an on-site presence to remedy, we can have a member of our team onsite within 24 hours.

All issues are tracked internally via software that can generate quarterly reports to help keep even small issues from being overlooked. Past issues are archived into a knowledge base for reference.

Software Escrowing

Another element of ASAP’s support plans is the escrowing of each support customer’s code base. ASAP is currently moving to the world leader in software escrowing technologies, NCC Group. Each code deposit is validated for readability and can also be encrypted for security. After each deposit, the customer is notified and is given access to view the deposit history for their account. Support customers can also update their contact information online.

Customer Flexability

Whether your business operates a single shift during the week or is operational 24/7 to meet customer demand, our support plans give you a choice in your coverage. ASAP’s Gold customer support plan gives you access to the answering service Monday – Friday, from 8am – 5pm local time. The Platinum support plan has you covered 24/7/365.

Read more details on ASAP's Customer Support

For more information, please contact:
Cory Colon, Support Manager, ASAP Automation

 

We're hiring a team member to join our growing Support Team!
Customer Support Specialist