HOW IS MOST CUSTOMER SUPPORT ACHIEVED?

Most support sessions are via telephone to Aegis.

WHAT DO I NEED TO GET SUPPORT AND UPGRADES?

A yearly service agreement with Aegis covers all upgrades and unlimited telephone support during the coverage period.

HOW IS MY SUPPORT CALL TRACKED?

Aegis' CRM system called ASSET is fully integrated into the customer database, financial systems, shipping systems, QA systems, and sales systems. This system creates a service ticket for each call and enables our engineers to track the incident should it extend through more than one service call. Customers are provided this ticket, although it is rarely needed since the system recalls unresolved issues against customer name upon incoming call.

The CRM system constantly updates the support manager on unresolved issues in the field to ensure no issues are left unaddressed in a timely manner.

DOES AEGIS OFFER WEB SUPPORT?

Yes. Webex is the online meeting and collaboration tool used by Aegis for online support primarily. However, Aegis also employs its own technology called eSupport to transmit data to Aegis (only on customer authorization) about the system and data status to speed diagnostics.

WHERE DO CUSTOMERS GET UPDATES, MANUALS, ETC.?

The Aegis Customer Gateway is a secure area of this site. The area knows each customer's inventory of Aegis products and presents lists of downloads and manuals pertaining to that site and customer.

DOES AEGIS HOST USER GROUP MEETINGS?

Yes. Regular user group meetings are held in locations central to high geographic concentrations of Aegis users on a regular and rotating basis.