Customer Support Overview

Our Goal

At AmberNet Technologies our goal is to deliver solutions that meet or exceed established standards of performance and quality to help our customers achieve their business objectives. Pursuant to this goal, we have designed and implemented a Global Customer Support (GCS) program that offers several levels of support, enabling customers to select the level that is best tailored to their individual needs and requirements.

Commitment to Excellence

AmberNet GCS is dedicated to helping customers achieve success not only by responding to the challenges that they face today, but also taking advantage of opportunities to help them stay ahead of the competition in a dynamic marketplace. Whether a company is implementing our software for the first time, testing new products, integrating its systems with our products, or upgrading existing products, GCS is committed to supporting customers’ and partners’ application needs through all phases of implementation and day-to-day use.

Product & Solutions Portfolio

This service description covers the delivery of GCS services for the following products and solutions:

  • CloudTruOps
  • IP Resource Manager (IPRM)
  • OSS/BSS Solutions

Support Features

Hours of Coverage

GCS provides services to customers during the hours of coverage as determined by the customer’s Support & Maintenance Agreement. Generally, this coverage period is from 8:00 a.m. to 5:00 p.m, excluding Ambernet observed holidays, unless specified otherwise in the Support & Maintenance Agreement.

After Hours Coverage

Any GCS services requested and agreed to be provided outside of the hours of coverage stated in the customer’s Support & Maintenance Agreement will be charged. An Extended Service offering is available as described in the GCS Service offerings section.

On-Site Services

On-site services for problem resolution are provided at AmberNet’s discretion if deemed necessary to resolve a product defect and/or on a Time and Materials basis if requested by the customer. A formal quotation and agreement shall be arranged prior to commencement of any requested travel to the customer’s site.

Contacting Global Customer Support

Phone Email FTP Site Product
+1-888-300-6147, Option 2 CloudTruOps.Support@ambernettech.com ftp.ambernettech.com CloudTruOps
+1-888-300-6147, Option 2 Iprm.Support@ambernettech.com ftp.ambernettech.com IPRM
+1-888-300-6147, Option 2 OSS.Support@ambernettech.com ftp.ambernettech.com OSS/BSS

Web Access

The preferred method of reporting Issues is via our website. The Internet provides a common easy access vehicle to submit Issues directly from customers into our Issue Management System. The submitter will be prompted to use his/her user login and password. Issues entered via the Internet are submitted directly into our Issue Management System. Customers will be able to view their assigned ticket numbers online. If customers cannot view the issue submitted, they should call the Customer Support Operations team to ensure that their Issues were logged successfully. The Web URL is: GCS Online

Phone

In an emergency the Primary Customer Contact may phone GCS and provide the required information verbally. To contact Customer Support, please use the appropriate number and if necessary leave a message including the customer name, company name, phone number, and a summary of the problem. A Customer Support Operations Coordinator will return your call. Please review the applicable form to understand the type of information required when submitting an issue.

Global Customer Support Service Offerings

    Silver Gold Platinum
Global Customer Support Offerings Help Desk image image image
Technical Support image image image
Unlimited Issue Submission image image image
Shared Account Mgmt. image image image
Access via Web, Email, Phone image image image
FTP access image image image
Software Upgrades image image image
Enhancement Requests image image image
Client-Specific Report of Open Issues image image image
Customer Primary Contacts image image image
Monday-Friday Ambernet business hours unless defined in contract image image image
Optional Services 24 X 7 for Sev 1 Issues   image image
Dedicated Technical Support Analyst     image

More Information

For more information pertaining to GCS, including issue escalation & management process and the various terms/policies and conditions governing your support contract, please refer to you Support & Maintenance Agreement.