Our technical support services
SUPPORT TRACKING AND NOTIFICATIONS
Customer Self-Service Portal
Customers maintaining a valid service contract receive logons to the Aegis Support Gateway. The Support Gateway is a dedicated portal on our corporate website giving customers access to the following:
- Software Downloads and Release Notes
- Software Training Video Library
- Technical Document Library
- User Forum
- Customer Support Case Status
- Training Logs for Certified Users
- Recordings of Recent Webinars
- Knowledge Base
Unlimited Technical Support
Our Service Maintenance Contracts grant customers the ability to make unlimited technical support calls to our regional technical support centers staffed with direct Aegis employees. We pride ourselves on rapid response times, aiming to provide direct access to our qualified support techs without a wait time. For less urgent issues, we offer an email queue for electronic submission.
Access to Ongoing Innovations
Aegis has held to a long-standing policy of not charging customers for new versions of our software. We provide hot-fix patches, minor releases, and even major platform releases to our customers as part of their annual service maintenance contract. By maintaining a single code base, we allow all of our customers to benefit from product evolution in the form of new features and functions regularly added to the software.
Keeping You Notified Every Step of the Way
All customer issues and activities are logged in the Aegis’ CRM system. The CRM system enables us to deliver automated email notifications as cases proceed through our support processes and as patches are made available for download. We also use this information to monitor trends regarding product quality and support performance to ensure that we are providing the best possible service to our customers.
Annual service maintenance contracts
Aegis delivers award winning support by directly employing knowledgeable professionals across three continents and five languages that are backed by the latest in customer relationship systems and infrastructure.