The objective of the ASSET Technical Support Center is to provide first class customer service by creating a proactive team within an innovative and delivery-focused customer service culture. To ensure a comprehensive service to our customers, the technical support department is comprised of both first- and second-line technical support engineers. They also communicate with the R&D department for escalating problems, if necessary.

Overview of Support Services

To ensure successful implementation and continuous operation of ASSET products, customers who have a Software License and are under warranty or a valid maintenance agreement can access various support services provided by ASSET Technical Support. Our standard technical support center operates 8 hours a day From Sunday to Thursday, excluding Egypt's official holidays. If more support hours are required, ASSET is ready to offer special support arrangements on project basis.

The support services include:

• Telephone support
• Email support
• Online Service Request functionality
• Product upgrades

Telephone Support:

ASSET offers 8-hour support from Sunday - Thursday between 9:00 am and 5:30 pm Cairo Local Time. Customers can reach us at +(202) 2274 6576

Email Support:

Customers can send support inquires to support@asset.com.eg (a dedicated customer service email box.) Please refer to the Information Required When Reporting a Request section, which highlights information customers need to provide. Technical support team leaders check the support inbox frequently throughout the day to ensure that your questions are answered in a timely manner.

Online Service Request Functionality:

We also offer our customers the ability to create and submit a service request online through the Support section by clicking on Submit a Problem link.

Product Upgrades:

ASSET maintains a roadmap for its products which is reviewed and updated annually. The roadmap contains the list of enhancements for each product, major features to be included as well as new modules to be added. The sources based on which the plan is developed include customer / market feedback, world wide industry and new technology trends. Embracing all the collected information, it is carefully compiled and incorporated into the plan according to the strategy and business objectives as well as target of each product.

As ASSET is keen to deliver the best of breed products addressing market needs, ASSET has a dedicated Research & Development Team that continuously enhance ASSET's family of products. The frequency of updates depends on the maturity of the product relative to other products in the same category while taking into consideration collected feedback and market needs.

Aiming at the highest level of customer satisfaction, ASSET produces two types of releases, Major Release and Minor Release. Major Releases include new version of the product, which contains additional functionality. Minor Releases will also include new version of the product, but will contain bug fixes or minor enhancements. All customers under warranty or maintenance automatically receive the new product updates for the purchased modules.

Information Required When Reporting a Request

Regardless of the method chosen to report a service or feature request, the following information is required:

• Your name and contact information
• Your company name
• The serial number of the hardware key of your server
• ASSET product Name and version
• The operating environment and version
• The type of hardware
• Your network configuration and version
• A brief description of the problem
• Screenshots, and/or error messages

By providing the information above, you will help us in  assisting you in resolving your query as soon as possible.