Hosted customers and customers with an active Support Contract should submit all requests for service through AccessVia Support. Active customers designate two individuals who have been trained on AccessVia software to act as their primary and secondary support liaisons; these contacts are entitled to interact with AccessVia Support.
Designated Support Liaisons should contact Technical Support for any of the following needs:
- Help with a problem in the installation or operation of AccessVia software
- To report a defect, or an application outage
- To suggest a product enhancement or report usability challenges
- To request software upgrades or patch releases
- For high-level help with basic product functionality
- To request documentation
- Any requests for AccessVia Hosting Services (for hosted customers only)
Customers should reference your License, Maintenance & Support agreements for details on what products, components, and features are covered, as well as for service-level commitments and terms of service. Generally, customers are entitled to software upgrade releases and fixes as part of your Support Contract, although this does not include dedicated help to implement our software. Instead, we suggest you leverage AccessVia Consulting Services for upgrades.
Hours of Operation
AccessVia Support is open 8:00 a.m. to 5:00 p.m. Monday through Friday, excluding AccessVia corporate holidays. Extended or after-hours support services may be contracted if necessary for your enterprise.
How to Contact AccessVia Support
Currently, AccessVia provides service to customers through telephone and e-mail only. Support cases are documented in an online system used by AccessVia; case numbers are assigned by this system and provided to clients through e-mail.
More contact information is available through our secure Customer Center. Watch this page for exciting service improvements for supported customers!