If you have emailed email@example.com recently or visited our support site you may have noticed a few changes.
In order to improve our commitment to customers we have introduced a new support system that allows you to track any tickets raised online giving you 24x7 access to the latest status of your tickets. In addition we have introduced various forums where you are able to get access to the latest announcements, product documentation, video tutorials and troubleshooting information to allow us to quickly resolve your issue.
To access the new support system, all you need to do is visit https://support.antivia.com (your already here) and login using your current ESD login credentials, or send an email to firstname.lastname@example.org.
What to Expect
Tickets relate to a question or an issue you may be experiencing and you can raise a ticket directly at https://support.antivia.com or by sending an email to email@example.com. Once a ticket is raised, you will receive an automated response and you ticket will be highlighted to the support team and allocated to a support engineer. The more information you provide when raising the ticket will help us to resolve your ticket more quickly. Information about which product you are experiencing a problem, product version, and details about your environment rather than just an error message will often expedite the resolution of your issue.
The forums are a great way to check if your question already has an answer, which may save you the time waiting for a response. Also through the forums you have access to articles, documents and videos like Antivia product tutorials, installation/troubleshooting guides, articles and many more useful tips. You are also able to place comments under most of these pages, so you are able to suggest improvements to us or express your knowledge and feedback with other Antivia customers.
What you need to know
When completing a ticket, you can specify a level of priority:
Urgent - Complete loss of functionality, severe business impact
High - Partial loss of functionality, some business impact
Normal - Partial / no loss of functionality, minimal business impact. Enhancement Requests.
Low - No loss of functionality, no business impact. Enhancement Requests
Throughout your query, your ticket will be given a status, indicating where we are with getting this resolved for you, an explanation of what these mean is listed below.
New – We have received your Ticket and it is now waiting to be assigned to a support engineer.
Open – Open means that we have acknowledged your ticket and that it has been assigned to a support engineer and that person will be getting back to you as soon as possible.
Pending – Pending shows that the assigned person has taken on the case and is waiting for a response or investigating the case internally within Antivia.
Solved – You ticket has now been closed, as the issue or question raised has now been resolved. This may occur if the issue relates to a bug or change request.
Please be aware from time to time we may request information about your environment to help assist you with establishing a greater understanding of your issue. This may include requesting such material as screen shots, error messages or XLF files.
Also, if we do not receive any response to a ticket, the ticket will be closed if we continue to receive a lack of response. The ticket can been re-opened at any time by responding to the email relating to the ticket. This may re-open the ticket if within a short period of time (few days) or a follow up ticket will be generated.
Also, if your issue is due to an bug within the product, you may receive an automated message informing you that the issue has been escalated to our product team. The ticket will be closed as it has been escalated to the product team. From time to time, you will be informed of changes to the issue when it is scheduled to be delivered.
We hope you have an enjoyable experience using https://support.antivia.com to communicate with us, and if you do have any problems don't hesitate to contact us at firstname.lastname@example.org.