Assistance
Avantra Support Services
At Avantra, we are dedicated to providing expert technical assistance to ensure your landscape remains optimized and your business operations run smoothly. Our support services are designed to provide technical depth and rapid responsiveness when you need it most.
What is Included in Support
Our support team is here to ensure the health and stability of your Avantra environment. When you engage with our support services, you can expect:
Issue Resolution
Diagnosing and fixing software bugs, errors, or investigating performance issues.
Maintenance & Updates
Distribution and guidance on the installation of bug fixes, patches, and software updates.
Proactive Security
We will proactively contact customers if a critical security issue is identified.
Technical Guidance
Advice on supported software versions, compatibility with operating environments, and recommendations on upgrade paths and software dependencies.
Knowledge Resources
24/7 access to FAQs, our knowledge base, troubleshooting guides, and user manuals.
Continual Documentation
Access to regularly updated documentation reflecting product changes and industry best practices.
Please note: While our support team focuses on technical issues and software maintenance, requests related to custom implementation, architecture design, or extensive hands-on configuration may be referred to our Professional Services team to ensure you receive the specialized project resources required.
Support Tiers & Availability
We offer two support tiers designed to align with your organization’s operational requirements:
Standard Support
Our support system at support.avantra.com and our download site at hub.avantra.com are available 24/7, allowing you to download latest software releases, query our knowledge base, use our AI Chatbot, or submit tickets and upload log files at any time. Please note that active service, monitoring, and response times are provided during our standard business hours (Monday–Friday, 8 am – 5 pm). Clients also receive full access to our online documentation, knowledgebase, and feedback forums.
Advanced Support
Designed for mission-critical environments, providing 24/7/365 coverage for “Urgent” issues. This tier includes a dedicated hotline and helpdesk for scenarios where your Avantra landscape is inoperative.
Service Level Agreements (SLAs)
To provide transparency and predictability, we categorize every request by priority. Please note that all response and resolution timescales are calculated in business hours, with the exception of tickets marked “Urgent”.
Priority Management: To ensure that critical issues receive the appropriate resources, Avantra support staff are entitled to review the priority level of any submitted ticket and adjust it accordingly based on the impact and urgency described.
| Priority | Definition | 1st Response | Every Response | Targeted Resolution** |
|---|---|---|---|---|
| Urgent* | Critical "production down" for scenarios where business operations are clearly impacted. | 1 hour | 2 hours | 8 hours |
| High | Time-sensitive issues or product questions that require prompt resolution but do not yet impact operations. | 2 hours | 4 hours | 3 days |
| Normal | Non-urgent but important matters, such as deployment planning or automation questions14. | 4 hours | 3 days | 10 days |
| Low | Clarification questions and other non-urgent inquiries18. | 12 hours | 3 days | 21 days |
* All response and resolution timescales are in business hours except tickets marked “Urgent”. Urgent tickets are responded to 24×7 for advanced support customers only. All other tickets are responded to within business hours.
** All resolution times are estimates based on historical averages and represent targeted goals rather than guaranteed deadlines.
Expert Support Levels
Your queries are handled by a tiered team of specialists to ensure technical depth:
Level 1:
Licensing, account management, and common non-technical queries.
Level 2:
General technical support within the Avantra software environment.
Level 3 & CSM:
Deep technical analysis, SAP integration expertise, and source code level investigation.
Development Support:
Escalation point for the most complex software or networking challenges.
Ressources
We empower your team with a variety of self-service tools available around the clock:
Online Documentation
Detailed setup and configuration guides.
AI Chatbot
(login to our support system required)
Knowledge base
Searchable solutions and a community of Avantra experts.
Feedback form
Allows customers to share detailed feedback and submit product wishes for future enhancements.
Notes de mise à jour
Stay updated on the latest features and software improvements.
Avantra YouTube channel
Video tutorials and demos alongside other news.