A2000 SUPPORT CENTER

1. Login to A2000 Online Support Center at http://a21.sg:86/login. If you already have a registered account, simply log in. If not, you may create an account.
2. Enter your support issue on the web form in the form of a ticket.
3. Our support staff will respond to your ticket shortly after.

1. 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.
2. 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.
3. 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.

• 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 helpdesk will definitely respond to your ticket shortly. Our help staff might not be able to attend to your call if you phone in.
• 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 utmost efficiency.
• Many cases reported by users with regards to report aberrations or error messages are not problems with the system. We have a Knowledgebase 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.
• 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.

At our Support Center, we address all issues submitted by customers. The issues brought up ranges from genuine problems with 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:

• Teaching accounting principles to users; how to pass journals etc
• Provide phone training for new users who did not undergo formal training
• Resolving virus related issues
• Re-install Windows operating system, printer drivers or service packs
• Solving network, email and/or Internet connectivity problems

• 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 cases studies that users can be channeled to when they write in to us through the Support Center.

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.