Attunity Support is committed to excellence in customer service and the Attunity Support team members are committed to providing Attunity customers with all the required level of support for optimal use of Attunity products in their environment.
Support information and services:
Support Tools
- eResolve - Web-based application that stores and handles all support related activities. All support related issues must be registered in eResolve in order to be handled by support personnel. Registration of issues is done by customers, partners and Attunity personnel. Selective access to customers enables them to view and interact in the framework of their issues only.
- Knowledgebase (searchable component) includes:
- Articles written by Attunity's Technical Support Engineering staff based on experiences gained from helping implement Attunity solutions for our customers.
- Attunity Technical support adds solved issues to the knowledgbase to share those issues with customers in the form of problem subject, description and solution.
- Webex - Web hosted application that enables remote access to customers and Attunity machines for multi-user presentations, training and demonstrations.
- Attunity Development Lab - The environment to reproduce, demonstrate and validate customers issues and problems.
Support Agreements/Levels
Standard Support
Customers that sign up for Standard Support will be provided with all the support services during regular working hours, including Hotline support via telephone and email, and web-based issue generation and tracking.
Premium (Enterprise) Support (24x7)
Customers that sign up for Premium Support will be provided with the Hotline support via telephone, electronic e-mail or other electronic means at Attunity's discretion 24 hours a day, 7 days a week. Customers that purchase this service will be entitled to call a single number that automatically reroutes them to the Attunity Support team on duty at the time of call.
Worldwide Support Offices
Hotline Support: t +1 (781) 213-5201 or hotline@attunity.com
f +1 (781 213-5240
Local Support Hours: 9am to 5pm EST time
EMEA
emea-support@attunity.com
United Kingdom
t +44 (0) 870 199 4234
Local Support Hours: 9am to 5pm UK local time
French Customers
Phone: +972-9-899.30.33
Toll Free: 0800 90 47 42
Local Support Hours: 9am to 5pm France local time
Israel
t +972-9-8993033
f +972-9-8993001
Local Support Hours: 8am to 5pm local time
APAC
People's Republic of China +(852) 2756 9233 (HK) and +(86)-21-62809691 (PRC)
hotline@attunity.com.hk and hotline@attunity.com.cn for PRC
Local Support Hours: 9am to 5pm China local time
Australian Customers
Technical Support
Email: hotline@attunity.com.hk
Phone: +(852) 2756 9233 (HK)
Toll Free: 1-800-209251