Technical Support Services

 

AppSense is dedicated to providing high quality technical expertise and customer care to ensure you get the very best from your investment. Self-service via www.appsense.com/support provides access to knowledge, best practice, product documentation, software downloads as well as incident management. 24/7 phone support is also available. A dedicated team responsible for the triage of all incidents ensures incidents are efficiently and effectively prioritised and progressed.

 

AppSense Subscriptions and Support Program

The AppSense Subscription and Support Program provides its members with the opportunity to benefit from the latest product releases, service packs, upgrades and technical support directly from AppSense ensuring that your AppSense solution is completely up-to-date and delivering the benefits you would expect from a best-in-class software solution.

Membership of the program guarantees you remain up-to-date with the latest product functionality, whilst allowing you to log issues directly with the AppSense Technical Support Team to access technical expertise in order to resolve technical queries promptly and effectively. The AppSense Subscription and Support Program delivers a professional level of support and service to ensure that you take full advantage of the investment you have made in AppSense.

The AppSense Subscription and Support Program is subject to the AppSense End of Maintenance Policy.

 

Software Subscription

Software subscription includes the right to use the latest versions of the software thereby future proofing the solution.

  • Major releases – Extensive feature enhancement
  • Minor releases – Small feature enhancements
  • Service Packs – Bug Fixes

You will be notified by email of all major releases at the time of availability. Notification will be sent to the email address to which the original licenses were sent.

 

Management Escalation

AppSense is committed to delivering high quality products and technical support services to our customers and partners. If at any point you are dissatisfied with the quality or level of service that you are receiving from AppSense support then you should request that the incident be escalated.

 

Customer Satisfaction Surveys

Customer feedback is the only way to measure how well we are meeting expectations. Customer satisfaction surveys give the opportunity to provide AppSense with valuable information to help improve customer and evolve our support offerings so that they match customer needs.

 

Contacting Support

AppSense is dedicated in providing high quality technical expertise and customer care to ensure you get the very best from your investment.

The AppSense Support Portal contains a wealth of knowledge & best practice articles as well as product documentation, software downloads including hotfixes & service packs that may assist you in resolving your issue without the need to engage directly with the support team.

If you are unable to find the answer to your query or are experiencing a technical problem for which you need advice, self-service is the most effective way of raising an incident with us.

Access is available from: www.appsense.com/support