Get Technical Support

How to get support

In many cases, you can find answers to your technical questions online before calling technical support.

If you have a technical question or issue please send email to support@appeon.com.  You should generally receive response within 1 business day.  Customers with valid Enterprise Support Plan that require 24*7 support for P1 issues (critical production emergency) should call our global support at +1-877-3APPEON option 2.

Appeon Support Plans

Appeon provides three levels of support, which are outlined below. If you would like to subscribe to a support plan or inquire about pricing please contact sales@appeon.com.

The standard support plan entitles you to the following services:

• Email and telephone technical support between the hours of 9AM to 6PM Monday through Friday (HongKong time)
• Remote troubleshooting and debugging
• Onsite assistance (at Appeon’s discretion)
• Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
• Support provided for up to 3 contacts

The Extended support plan entitles you to the following services:

• Email and telephone technical support extended from 8AM to 8PM Mon through Friday Hong Kong time
• P1 cases will be handled on 24* 7 basis
• Remote troubleshooting and debugging
• Onsite assistance (at Appeon’s discretion)
• Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
• Support provided for up to 4 contacts

The Enterprise support plan entitles you to the following services:

• Email and telephone technical support extended from 8AM to 8PM Mon through Friday Hong Kong time
• P1 cases are eligible for 24*7 telephone support and will be handled on 24*7 basis.
• Remote troubleshooting and debugging
• Onsite assistance (at Appeon’s discretion)
• Priority processing for emergency patches and hotfixes.
• Software updates including Product Updates, Maintenance Releases, EBFs and hotfixes
• Support provided for up to 5 contacts