AdvanceOne offers 24x7x365 support to all our customers through the below support procedures:

The support card lists the different methods that the customer can use to log a call, including SMSing into our system. This is very convenient and easy to use.

Any Support Call or support email which comes into AdvanceOne, is distributed to numerous employees who have the ability to solve the problem with the Customer. This is not only passed on to a technical resource to resolve but also AdvanceOne management.

AdvanceOne Support Card

The following people receive notification of Support Calls logged, via email as well as SMS.

• Managing Director
• General Manager
• Divisional Manager for the product the call is logged against
• Account Manager for the Customer that the call is logged against
• Technical Consultant / Developer / Engineer on duty
• Emails to support@advanceone.com

The call is stored as a Support Job in our CRM system and is assigned to the relevant employee. These are monitored daily by the Support Team and Divisional Manager, with audit journals against the job explaining the status or progress of the Support Call until completion.

After this call is saved, the Support Job is opened for further detail to be captured and the SMS alerts and email alerts are triggered.

Follow up calls are logged against the job with the detail as discussed with the Customer

It is a part of all our Operational employees KPA’s to ensure that all of our Customers are aware of and use the Support Process as is laid out in AdvanceOne’s policies and procedures. Customers are strongly discouraged from logging Support Calls directly with a technical resource, which may get lost in email or not tracked correctly, which ultimately, may lead to Customer dissatisfaction.

If a Support Call is logged directly with any employee, the issue is mailed to support@advanceone.com by the employee, and the procedure is then managed by the Support Team.

You can also fill out the form below and one of our support members will get in contact with you as soon as possible.