Support Portal

Get Access to Knowledge, Ask Tech Questions, Join Ayehu Automation Engineers Community

I was blown away by how quickly Ayehu was able to come in and get their software up and running. They didn’t need to do any configuration prep work. Ayehu came in, all configuring done and went straight to the POC. We spent a one hour session walking through how to build connectors and workflows which was super impressive of how prepared they were and they were able to solve all of our immediate business issues.

Global Technology Company

RAPID RESPONSE

Customers with active Ayehu support subscriptions receive fast response from our support team on all tickets. Tickets can be submitted by email, phone or Ayehu Support Portal

UNLIMITED SUPPORT TICKETS

Registered users of the Ayehu support portal can submit an unlimited number of support tickets for any of the supported Ayehu components listed here: Ayehu NG, Ayehu eyeShare, Ayehu Integration Hub

SOFTWARE UPDATES

Customers with an active Ayehu support subscription have full access to all major and minor releases. All software releases can be downloaded from the Ayehu support portal and activated with a license key provided by the Support team

Ayehu provides customers with mission-critical support packages available as part of the annual
subscriptions with comprehensive technical support and software updates.

Ayehu support packages

Packages

BRONZE
Silver
Gold

Web and Self-Help Support
Access to Ayehu Support Community

X

X

X

Knowledge Base
Technical and support articles

X

X

X

Community of Automation Experts
Discussion forums

X

X

X

Maintenance Support
Fixes and product updates

X

X

X

P1/P2 - Production Support
Expedited Response SLA

X

X

P1/P2 - Production Support
8 AM – 6 PM GMT

X

X

P1/P2 - Production Support
24x7

X

Phone Support
Access to phone support

X

PRIORITY DESCRIPTION TARGET INITIAL RESPONSE

Urgent (P1)

Production Environment Unavailable
•Not receiving any events or triggering any actions

Gold – 6 hours
Silver – 12 hours
Bronze – 24 hours

High (P2)

Production Environment Critical Defect
•Mission-critical function of system is impacted

Gold – 8 hours
Silver – 14 hours
Bronze – 24 hours

Normal (P3)

Non-Production Issue or Production Environment Significant Defect
•All non-production environment related issues
•Impact to production system of a non-essential feature or of minimal impact to the business operations

24 Hours

Low (P4)

Minimal Impact or Defect
•Non-essential feature impacted or general product question

48 Hours