Premium Support Terms

Capitalized terms not defined below will have the meaning ascribed to them in the Agreement.  Additional terms used herein are defined below.

1. SUPPORT

Support Contact Info (24x7x365 on call)

             Email Requests              premiumsupport@authentic8.com
Phone (877) 659-6535 Option 2

As a Prime support customer, you are entitled to 24x7x365 support. We will acknowledge all inbound messages within 1 hour of submission. Once received we will triage and resolve cases as appropriate.

Special notes about submitting cases to Authentic8:

Authentic8 support provides second level support and above to our customers.

The following tasks are considered to be first level support. Users are expected to escalate internally to their application admin or technical contact prior to submitting to Authentic8:

  • PIN resets, user adds, user deletes, suspensions, etc.
  • Basic troubleshooting
  • Client installs, network connectivity/latency issues.
  • Miscellaneous basic usage questions

When submitting support/premium support ticket please provide the following information to Authentic8 Support:

  • User accounts (usernames) affected by issue
  • Steps to replicate the issue
  • Any troubleshooting that has already been done
  • If this is a network connectivity issue, an effort should be made to provide a network admin POC to debug the issue

NOTE that if customer encrypts system logs, Authentic8 will be unable to triage or troubleshoot certain system or user issues, or to provide reporting data without coordination with Customer

2. MAINTENANCE

Authentic8 will make updates (error corrections, bug fixes, enhancements and/or improvements) to the Authentic8 Service on an ongoing basis. Except in the case of emergencies, Authentic8 will schedule maintenance during appropriate, non-peak usage hours (typically between 10pm on Fridays and 12pm on Sundays, Pacific Time) and to the extent possible will provide advance notice of any planned service disruption. Customers may visit support.authentic8.com for more information and may subscribe to the support RSS notification feed.