Services > Customer Support

Customer Support Services

Note: The self-service support section is available here.

Technical Support

AggreGate drives the mission-critical infrastructure of your business. Uptime means revenue, and more importantly, downtime means trouble, financial losses and aggrevation to your customers and your personnel. That's why our Tech Support gurus are there – to help you solve your problem on a right-here, right-now basis.

Support is not free, but you get very high availabilty in exchange. We use an industrial-strength support ticketing system, to make sure your support call is professionally handled and nothing is lost on the way.

Our Support Engineers are real people, just like you. We don't believe in letting you feel as if you're dealing with a huge, faceless corporation. A dedicated Support Engineer will be assigned to you and will personally handle all of your support calls. Our Support Engineers sign their emails with their real names, not an anonymous alias such as "Support-17". You'll get to know your engineer, and likewise, he will get to know you as a customer and your particular setup.

Guided Deployment and Administration

With Guided Administration, every step of the installation and configuration process is monitored by our support engineers. We walk you through installing and deploying AggreGate, right from the double-click on the "Setup.exe" file and powering up your hardware, all the way to a functioning system. They use Skype and Remote desktop sharing sessions, to give you a real-time experience.

Remote Monitoring of Customer's Installations

We can watch your back. AggreGate supports remote logging and monitoring. Our support staff can remotely supervise your system's health and performance, let you know about any critical issues and guide you through any repair or adjustment needed. This lets you take your mind off system operation, and focus your resources on other parts of your business.

Our Support staff can also help you troubleshoot by analyzing AggreGate logging output, to see what exactly causes any difficulty you're having.

Remote monitoring can also be used for performance optimization. Let's say you've finished setting up AggreGate for your enterprise and it works just like you want it. You then deploy it widely, only to discover that performance is too slow for your needs. The question now is how to optimize your system to work fast, but without breaking anything. Our Support staff can help you figure out what exactly slows down your system, and how to resolve it.

Update Notifications, Latest Versions and Maintenance Packages

AggreGate is an evolving system. New features are constantly being added. Our development team regularly analyzes customer needs and requests, and makes it easier to do what customer really want to do. Security is always a concern, too: We are constantly on the lookout for any security holes, and issue patches and fixes. AggreGate users get immediate e-mail notifications about any patches and new versions, and can freely access them on the web.

Audits of Customer's Installations

So, you finished setting up AggreGate for your enterprise, and now you want to know if you did a good job. That's what our Audit service is for: Our support staff will do two distinct audit cycles for your installation.

Security Audit

This is a service wherein our staff attempt to hack into your system through any and all means possible. Web-based attacks, device-based attacks and any other possible security hole they can come up with. This process results in a detailed Security Report which you can analyze together with our engineers, to see what security policies and guidelines you need to implement so that your system is fully hardened.

Performance Audit

Here we look for any possible slow-downs in your system. We attempt to eliminate any cause for non-optimum performance, be it database configuration, overly complex system operations which can be simplified or even hardware trouble. Here, too, you get a complete Audit Report with our engineers' recommendation for smoother AggreGate operation.