Support Information
Support Hours
9:00 a.m. to 9:00 p.m. IST (GMT+5.30), Monday through Friday, excluding major India holidays.
Service Levels
P1 – Critical:
Complete outage or major failure with no workaround; business operations blocked.
Response Time = Within 2 Business Hours
P2 – High:
System is degraded or unstable with no short-term fix, risk to critical operations.
Response Time = Within 4 Business Hours
P3 – Medium:
Non-critical issues or bugs with a temporary workaround; partial impact on features.
Response Time = Within 1 Business Day
P4 – Low:
Minor issues or enhancement requests with no urgent impact; workaround available.
Response Time = Within 2 Business Day
Questions?
Frequently asked questions
Here are some common questions about our support service.
Yes, for more information, you can reach out to us via contact us or email us on contact@astppbilling.org.
Absolutely! We provide a range of monthly support plans tailored to suit your business’s specific needs and desired utilization. To learn more and get started, simply reach out to us through contact us or via email at contact@astppbilling.org.
You can get support by email or ticket or chat. We strongly recommend creating a support ticket for each incident.
To create a ticket, please visit https://jira.astppbilling.org/servicedesk/customer/portal/2 or send an email to support@astppbilling.org from your authorized email.
Here is list of items which are not included the support pack:
- Training does not include showing back-end code, scripts or configurations
- Re-installation on another server
- No Splitting of services over multiple servers
- No version upgrades
- Configure any additional service or module on server
- Support using team-viewer or similar tools (If that is required then additional charge will be applicable)
- Support for any other ASTPP server
- Third party discussion or dealing
- Testing and bug fixing of your modifications
- Migration from one server to another server