smartFOCUS ASTECH
North American Support Services

Operation Hours & Contact Information:

• 8:30 - 7:00, Eastern Time
• Monday through Friday, excluding US holidays
• Telephone or email may be sent 24/7/365 for support requests
• Main Support Desk 303-296-9966.  Use attendant message to select support
• Email Support Desk - support-US@smartfocus.com  

Support Requests:
Please provide the following information within a voicemail or electronic mail Support Request:

• Contact name, company name, phone/email and time/day of the request
• A high level summary of task and what is expected to be accomplished
• Describe operational status of the application and user experience
• Support for Client/Users who have completed full training curriculum

Support Levels/Target Response:
Support Requests are categorized by type of request and operational urgency.  smartFOCUS ASTECH's goal is to respond to requests in a timely manner, based on facts provided by the client contact.

• "Live" requests are processed by staff based on immediate availability
• "Message" requests are processed based on Target Response Matrix, and time/date order

For ASTECH ASP/Managed Services Clients, support is available for the following applications:

• Citrix Connectivity & Access to client database
• MAAX/smartANALYZER software and standard Add-In Components
  • Campaigner, Profiler, Import/Export, Venn Diagrams
• smartREPORTER software
• smartFOCUS Digital (smartMARKETER eChannel) software

For ASTECH Self-hosted clients, support is available on a scheduled basis, dependent on availability of remote access (VPN) and/or via "WebX" like view of client application.  Addition service protocols and communication may be necessar