You can now reach our Technical Support Center Team by submitting an email/ticket or initiating a chat at our A2000 Online Support Center. There are tremendous benefits to using this online support center. For full support by our help staff, please head over to http://a21.sg:86/login.
Steps to Get Technical Support for Your Software
Things to Note When Requesting for Support
In order for us to respond quickly to customers in need, the A2000 Support Center is strictly not allowed to be used for training purposes. If you have a training question, we will direct you to our Knowledge Base. Some support issues might not be related to the A21 software and thus we are unable to provide support for your issues.
We may then channel you to more appropriate resources. The Online Support Center logs in the date and time the support request was raised. In the case that it’s not closed in a timely manner, it will be escalated to the Managing Director. Without this, we cannot track how efficiently our customers are being served.
Benefits of Using our Online Support Center
Tickets generated online are evidence that a case was reported and we endeavor to reply or close every ticket within 1 – 2 working days. This ensures accountability on our Support Center to reply to every customer’s tickets. Once you submit a support ticket, our help desk will definitely respond to your ticket shortly. A support ticket generated by a customer is visible to the entire Support Center, as compared to a phone call where only 1 staff is alerted to your issue. Hence, our support center is able to attend to your issue with the utmost efficiency.
Many cases reported by users with regard to report aberrations or error messages are not related to the system. We have a Knowledge Base of case studies and user guidance that we can point users to, that will address these concerns. It makes things easier when users understand how A21 functions; something that a phone call cannot address, especially on cases where it is beyond office hours when no support staff is available. While some users may have experienced “log-jams” or “non-return of calls” in the past, we are working towards making this method a smooth channel for you to be heard by our Support Center.
Issues that are Beyond A2000's Support
At our Support Center, we address all issues submitted by customers. The issues brought up ranges from genuine problems related to our software, to non-A21 issues. These non-A21 issues render our Help Desk staff unable to help others with A21 issues. Some examples (not an exhaustive list) that we faced daily are:
Why We Can't Conduct Training in the Support Center
The Support Center is not designed to handle training calls. The Support Center was designed to support users facing technical problems and not to be used for user training.
To accommodate training via our support center will drive costs up which will have to be passed down to our customers. For users who do not feel they need to be trained, we have a repository of “how-to-do” guides, frequently asked questions, and case studies that users can be channeled to when they write into us through the Support Center.
For Users Who Do Not Have Access to the Internet
We allow Support Tickets to be sent via FAX at +65 6720 2987 – just submit your support request via fax and our admin staff will enter it into the Support Center for you. A ticket will still be generated for you.
About A2000 Solutions
Founded in 1996, A2000 Solutions Pte. Ltd. started in Singapore as an accounting software developer. Today we provide Enterprise Resource Planning (ERP) solutions that covers financial management, mobile software, sales & distribution , inventory management system, time attendance and payroll & HR software. Our solutions simplify business processes and empowers people; creating dynamic responses to market changes for small and medium-sized industries.
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