Business Hours
Help desk hours of operation are:
- United States: 9 am to 5 pm Eastern Standard Time, Monday – Friday, excluding public holidays.
- United Kingdom and Europe: 9 am to 5 pm Greenwich Mean Time, Monday – Friday excluding public holidays.
- Asia Pacific: 9 am to 5 pm Australian Eastern Standard Time, Monday – Friday, excluding public holidays.
Response time performance is measured based on the above operating hours.
Contact for Ticket Logging
Support portal: https://support.activenav.com
Support e-mail: support@activenav.com
Services
Software maintenance includes:
- Maintenance releases, enhancements, new versions, additions, and modifications to the service that it provides to all other customers under support for no additional fee.
- Bug fixes to bring the service into substantial conformance with its then-current user guide.
Support Resources
The Help Desk maintains a portal which provides access to registered users to the following resources:
- Downloads: Licensed product software, patches/updates, and product documentation are available for download.
- Knowledgebase: The product knowledgebase is continually updated to provide an up-to-date source of articles to help address known issues and common network problems. The knowledge base also contains sample rules for adaptation to meet specific project needs.
- Product News: All product news articles can be browsed.
- Ticket/Issue Management: Users can review their tickets, update ticket properties, and manage ticket status.