SUPPORT AND MAINTENANCE
If you are one of our clients, here is the place to connect with your log in to access our technical support platform.
The support team offers to its customers / partners 3 ways to open a request :
First, by using the Bug Tracker, JIRA Service Desk, you simply have to log in to the platform and describe your request, its severity and priority level. Our support team will then process it in accordance with the maintenance contract.
The email firstname.lastname@example.org.
We suggest to first use JIRA Service Desk, as an email will create a ticket but will not give out any information about the level of severity and priority of your ticket. That is until you change its severity on JIRA Service Desk.
The support team treats emails with minor severity levels, as a consequence you could get an answer after few days, depending of the charge of the support team.
A phone call to +33 1 46 94 93 50.
This way is to be used only for urgent requests or when you want to escalate a ticket. Note that the support team can also call you to get more information on a ticket.
As a conclusion, the best way to deliver to you the support that you are awaiting from AVSimulation is to open your requests through our ticket interface and we encourage you strongly not to use emails. New customers will be invited to create a new account on our ticket interface. Requests sent per emails are treated with a minor severity, that means that support team may take up to a week to acknowledge the request or answer. Requests per phone will be translated into tickets into our ticket interface. Please note that phone requests should be used in case of emergency.