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Introduction - Get Started - Functions Overview
AKS Support Service
AKS-Labs operates a 24-hour Customer
Service Center. It acts as a single point of entry for all
implementation and product-related queries. Our intention is to
ensure that your service requests are prioritized and resolved in
an efficient and timely manner.
AKS welcomes you as a valued member of
our customer base.
Objective of Customer Support Service
Our objective is to provide you with
first class customer service through an experienced, dedicated
team, operating in an innovative and delivery-focused customer
service culture. You can contact the AKS Customer Service Center by
telephone, fax, email or Web site at:
US Toll Free Phone Number: +1
866-2575227 (1-866-AKS-Labs)
Fax: +1 866-2575227
Web Site: www.aks-labs.com
Email: support@aks-labs.com
Address: AKS-Labs
2501 Blue Ridge Road, Suite 150,
Raleigh, NC 27607
Phone/fax: 1-866-AKS-Labs,
1-866-2575227
Contacting Support
Service
Before contacting AKS
Support
Before contacting AKS support it might
be useful to visit product’s web page and browse it for necessary
information. All the AKS products have a home page with useful
sections: Solutions and Support.
- “Solutions” is a section where you can
find useful solution information about product usage and
application.
- “Support” section contains on-line
product manual, frequently asked questions and knowledge base
searching function.
When contacting AKS-Labs
When contacting AKS please make sure
you know and put following information into your support query:
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Version of used software. Run any AKS
software, select “About” command in Help menu to access about
dialog. There is product name and version information;
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OS and computer you are running. OS is
operational system – Windows XP or 2000. Click on “My Computer”
icon to find out more about your computer and OS you are running;
-
Screenshot or text of error message;
Also, please, let us know you name and
your company.
What do AKS do
with support
query?
Getting problem description
When contacting AKS you should put
detailed query description in your message so we can start
analyzing it.
If you contacting AKS by phone and your
query require further consideration, then we will ask you to
contact us by e-mail or use
our on-line contact form.
Using e-mail or on-line contact form is
preferable way to contact AKS.
Once we have your support query we try
to learn the problem in details and suggest you
solution.
Looking for existent solution.
When we have a query described in
details our technical specialists start analyzing it. The first
step is to find out if some other user even contacted us with the
same query, so if your query is not unique we can answer you fast
by citing of our knowledge base.
Analyzing query. Solution required.
If our analysis shows that user needs
some usage solution for our software then we starts solution
research.
-
Common solution. If the described problem is common and most other
users would like to apply new solution, then we add described
problem to our to-do lists for further implementation.
-
Specific solution.
We can suggest you create some custom version of our software, if
solution that you asking for is specific and cannot be applied to
other users. In this case we are trying to suggest the best
solution for your needs without unnecessary funds spending.
-
Known solution.
In most cases you’ll find useful existent solutions. We will
recommend you an article that describe industry and job applied
solutions based on our software.
Analyzing query. Software problems.
If we get query that is a bug report,
then our task is to find out the reason of the problem and solve
it. This process involves several steps and usually requires from
one to tree business days:
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We will emulate the problem on our
computers so we can find out the reason of the problem and fix it;
-
If the problem was emulated then we can
find out the reason of this problem – if it is software problem,
settings problem or problem of user machine;
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Once we know what the problem is we
can: recommend solution that will help to fix this problem, suggest
some solution to avoid this problem, start software bug fixing
process for this problem.
Replying query
The result of contacting AKS support is
the solution of the problem and/or the information about estimate
progress of problem fixing.
Usually is takes from 1 to 3 business
days to suggest the final solution for the
user.
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