Support Portal Overview
AuthenTec provides end user support by a centralized support model based on the online Support Portal.
This Portal main purpose is to offer the troubled users the chance to look up the solutions and answers to their questions right away by searching an extensive Knowledge Base and FAQ section. Further search results can be found and displayed from AuthenTec Product User Community Forum.
For users unable to resolve their issues by searching the Support Portal site there is a Support Contact Form available. By submitting a support request via this form a Support Ticket is being created in an internal AuthenTec end user support system. A team of support engineers is attending the incoming requests on a daily basis with a 24 hours response policy on workdays. The support team is performing up to the 2nd level of support with a direct escalation path to the development center.
The follow-up communication with the user is being handled via e-mail in English language.
There is no support phone number available and support team does not call back to the users upon request. Information that cannot be transferred over phone (i.e. diagnostic log) is often needed, so we do prefer email communication.
Other than e-mail support (mainly remote assistance) is only provided in exceptional cases when absolutely necessary.
Suggested flow for the users seeking help with AuthenTec product at the Support Portal:
Browse or search the site using keywords specific to your problem to find answers or solutions.
- If the search yields no relevant result the next step should be contacting the support team using the Support Form.
- Alternatively, in case you prefer to share the problem with other AuthenTec product users and seek answers based on their suggestions or experience, there is a Support Forum available for communication within the user's community.
Please note there is no guarantee the Forum posts will be attended and answered by the AuthenTec support team. If you require response from AuthenTec please submit your question using the Support Form instead.
Created on 2/20/2012 9:50:59 AM