Suppport Overview

Asta is a customer-oriented company, so we try our best on services to solve all the difficult issues in your whole pre and after purchase processes.

Support includes:

  1. Technical support services: installation and deployment services, upgrade service
  2. Project implementation service
  3. Maintenance services: health check service, troubleshooting service

Support Standards:

1. Unified Standards
  • 7x24 hours mail respond from
  • 5 x 8 hours telephone service
  • 5 x 8 hours remote service
  • 5 x 8 hours on-site service
2. Different Standards
Situation Description Service
Level-1 Part or whole software is unusable, resulting in the entire system failures and unrecoverable data loss. Authorized support contacts: 3
Response time: 4 hours
Problem-solving time: 3 workdays;
Level-2 Software can be used normally, but over 3 functions are restricted, affecting the normal operation of the system. Authorized support contacts: 2
Response time: 1 day
Problem-solving time: 3 workdays;
Level-3 The software can be used normally, less than 3 functions can’t be operated as normal. Authorized support contacts: 1
Response time: 2 day
Problem-solving time: 2 workdays;