For these reasons, we ask that you notify Avtex of any changes to those employees within your company who are authorized to call and request assistance, including service requests that may not be covered by your system Warranty or Customer Support Agreement (CSA).

Regular Business Hours:
The Technical Assistance Center is staffed Monday - Friday from 7:00 a.m. to 5:00 p.m. Central Standard Time. During the regular business day there are several ways you can contact Avtex to obtain service on your system. All calls should be directed to Avtex TAC, rather than to a specific Avtex employee. You can reach the TAC by dialing:

• 1-952-831-0888 or 1-800-323-3639
• Then choose Option 1 for Support and select a product type.

To provide you with the best possible service, our menu offers the following options:

1. System down emergency
2. Hold for the next available TAC team member
3. Leave a voice mail message

If you are calling due to a system down or severe system-affecting problem, you should select Option 1 for a System Down Emergency at which time you will be transferred to live assistance.

If you are contacting Avtex to report a problem or open a service request that is not an emergency, you may submit your request in one of four ways:

1. If you would like to review and discuss your service request with a TAC representative you may select Option 2, after your initial product selection and you will be routed to the next available representative.
2. After your initial selection for Customer Support, press 3 to leave a voice mail message. A customer ticket number (CTN) will be generated and the first available TAC team member will be assigned to the ticket. You will then be contacted by the TAC member and given the CTN number for your reference. (All voice mail messages will be queued, along with email messages, and processed in the order in which they are received.)
3. You may send an email and request service.
   

Requests for support on CTI solutions should be sent toTAC@avtex.com.Requests for support on our Messaging solutions should be sent tomessagingsupport@avtex.com

All emails will be queued, along with voice mail messages and processed in the order they are received.

Please do not send an email to a specific employee's email addresses unless you are following up on a service ticket that has already been opened. Sending a message to specific employee's email box does not guarantee that it will be acknowledged or acted on in a timely manner.

4.You may open a request for service via the web

Note: Non-emergency requests are completed in the order in which they are received. Talking to a TAC representative real-time as opposed to leaving a voice message or sending an email does not guarantee expedited service.

Following these procedures will ensure that your service request is properly documented and addressed in a timely manner.

After Hours and Holidays:

For After Hours Emergency Service Dial

1-952-831-0888 or 1-800-323-3639

Press 1 for Emergency Support

If your system is down, or you are experiencing other major problems that require immediate assistance, dial 952-831-0888 or 800-323-3639, follow the menu prompts and select Option 1 for After Hours Emergency Support .

Every effort is made to answer all calls for emergency assistance live. An Avtex representative will answer your call and a customer ticket number (CTN) will be automatically assigned to your request. After a CTN is opened, your call will be routed to our on-call Support Representative.

If for any reason we are unable to answer your initial call real-time, your call will be routed to a voice mailbox where you will be instructed to leave a message.

Please include:

• Your name
• Your company name
• Your telephone number
• A detailed description of the problem you are reporting

Our on-call representative will be paged and will respond to your message within 30 minutes or less.

When you call Avtex for after hours support and must leave a number for a call back, do not leave a pager number as your call back number. Do not leave a number that is answered by an auto attendant if the system is down and unable to route calls.

Avtex defines system emergencies as major system hardware, software, or application outages that impact your company's ability to receive or make calls and perform other critical system functions.

Please Note : Placing an Emergency call for service that is not defined as a major system problem will result in billing at the current Avtex rates.