Need some assistance? Let’s start here!

If you are already logged into the AMP service, you can visit the integrated  AMP Customer Support Forum under the Help tab where you can:

  • Search the Help Center for existing answers to common questions
  • Submit a new Support Request Ticket
  • Check the status of a request
  • Participate in the community of users – share tips, suggest features, and access helpful insider info

Or

You can always simply email our friendly support agents:
support(at)amp-portal.com
Sending and email is the same submitting a new Support Request Ticket in the AMP Customer Support Forum.

Support Impact Levels and Service Response Times

Last updated March 5, 2017

 

Each of AMP’s support offerings includes the following, if and when available:

  • In accordance with the policies set forth below, AMP provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and
  • AMP provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

AMP provides Support via Web, Email and Phone.

Initial Response goals are relative to the impact of the reported problem on the customer environment. The AMP definitions for Impact (Severity) levels 1-4 are:

IMPACT LEVEL CUSTOMER IMPACT CRITERIA
1 Critical Service Impact
Issue critically affects the primary AMP business service, application, or system. Customer resources should be available and willing to work on a 24×7 basis with AMP to resolve the issue. Characteristics of a Severity 1 issue include:
Business service is not operational
Production system is not available
Data integrity at risk
Production backup and recovery operations fail.
2 Significant Service or Implementation Impact
The AMP business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
3 Moderate Service Impact
The AMP business service, application, or system is moderately impacted or slow, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.
4 No Service Impact
Non-critical issues, general questions, enhancement requests, or similar issues

Note: All of AMP’s Support Offerings are subject to change without notice, and that not all support offerings are available for all AMP products/editions.

OFFERING HOURS OF OPERATION(1) INITIAL RESPONSE GOALS
AMP Global Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 24 Business Hours
AMP Enterprise Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 10 Business Hours
S4 = 24 Business Hours
AMP PRO Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 2 Clock Hours
S2 = 8 Business Hours
S3 = 24 Business Hours
S4 = 36 Business Hours
AMP LITE Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 4 Clock Hours
S2 = 8 Business Hours
S3 = 24 Business Hours
S4 = 36 Business Hours

– US Local Business Hours Hours are Monday – Friday, from 9am – 5pm in the Pacific Time Zone United States. Hours and days may vary in regions and countries other than the United States. Refer to the AMP Global Holidays page for additional business and holiday hours.