Technical Support
Unparalleled support
M2SYS provides support packages tailored to meet the specific needs of our customers. Standard Support is included with the purchase of any of our software products. Customers searching for enhanced support services have the option of leveraging our Premium Support package, which includes telephone support.
Need support now? Submit a ticket at our Support portal for assistance.
Overview
Standard Support is included in the purchase price of all M2SYS products and includes access to the support portal and technical documentation. Since priority support is given only to Premium Support customers, it is recommended that you purchase a Premium Support package if you need to receive faster response times.
Premium support
Premium Support offers significantly faster response times compared to Standard Support, knowledge base access, and scheduled telephone support sessions for Silver and Gold support customers. All other customers who require prompt telephone access to our in-house expertise must purchase individual Support Incident Credits to receive telephone support.
M2SYS Customer Support offers the following products and services to ensure that your support requests are handled with optimized efficiency and organization:
Support portal
The online Support portal gives you the opportunity to submit new tickets, communicate directly with Customer Support from one central location, upload file attachments that are associated with your tickets, track the status of your existing tickets, and review past tickets. The Support Portal also enables you to submit defects and track the resolution status of all outstanding defects.
Knowledge base
Through the online Support Portal, you can access an extensive knowledge base to find answers to frequently asked questions about the specific products that you have purchased from M2SYS.
Prioritized response time
Response time is prioritized based on the issue severity, customer service tier, and account status. M2SYS experts will assist on a timely basis based on these factors.
Ticket assignment
Each incident is independently tracked and is issued a ticket number.
Live phone support
For Premium Support customers, administrators can call the M2SYS experts in our U.S. office from 9 a.m. to 6 p.m. ET, Monday through Friday, excluding holidays. Additionally, support is available in our Asia office from 9 p.m. to 9 a.m. (+ 1 day), excluding holidays.
Software maintenance
Purchasing the Premium Support package also entitles you to all M2SYS software maintenance releases. These releases include defect resolution, enhanced functionality, and support for various operating environments.
Pricing
| Support Feature | Standard Support |
Bronze Premium |
Silver Premium |
Gold Premium |
| Support portal access | Included | Included | Included | Included |
| Technical documentation | Included | Included | Included | Included |
| Knowledge base access | Included | Included | Included | Included |
| Software upgrades | $99 | Included | Included | Included |
| Priority response time | Level 1 | Level 2 | Level 3 | Level 4 |
| Scheduled telephone support | None | Included with incident credits* | Included | Included |
| Single incident support credit | N/A | $99 | N/A | N/A |
| Additional 5 incident credits | N/A | $449 | N/A | N/A |
| Additional 10 incident credits | N/A | $899 | N/A | N/A |
* Integrators with a bundled support/maintenance
package automatically receive unlimited incident credits
If you are an M2SYS customer with an active support plan, please submit a support ticket in our Support Portal.
Contact Us
Our knowledgeable sales consultants are located worldwide to answer any questions that you have about our identity management technology. Please complete the form below with as much information as you can so we are best prepared to assist you.
