Here to serve you, the Advantage Support Center is always available to provide assistance. The center is staffed during normal coverage hours (8:00 a.m. - 6:00 p.m. Eastern Time, Monday through Friday, excluding holidays). In addition, after-hours support is easily accessible outside these hours.
Access methods and contact information is listed below.
Normal Coverage Hours Support
During normal coverage hours, support issues may be reported to the Support Center via any of these three methods:
Call the Support Center hotline at (734) 327-2340 and your call will be routed to a Support Center analyst or the Support Center Manager.
Support issues may be logged at the ACS website: www.advantagecs.com .
Use the "Open New Service Request" link on the "Support Login" page to initiate a request. (Note: the maximum size of an attachment is 4MB.)
Send email to SUPPORT@advantagecs.com
The support inbox is monitored by Support Center staff during normal coverage hours. An analyst will log a request (CSL) and contact you. For tasks requiring immediate attention, include the word "URGENT" in the subject line. For tasks needed by a specific date, include the phrase "NEED BY" followed by the date.
For after-hours support, call the Support Center hotline at (734) 327-2340 or (734) 327-3600.
Follow the instructions on the recorded greeting to leave either an emergency support message or a next-day support message. Emergency support messages are routed immediately to the on-call analyst. In addition, when possible, send email to firstname.lastname@example.org. The email will be sent directly to the on-call analyst. Please leave a call-back number for the on-call analyst to contact you.
Note: When calling the main hotline numbers (734-327-2340 or 743-327-3600), the phone switch is set up to automatically retry the on-call analyst's cell phone several times to ensure calls are not missed. When you also send email to email@example.com mail server automatically routes that mail to the on-call analyst's cell phone.
Note: The after-hours greeting contains two additional backup numbers:
· The on-call cell phone (734) 730-4199.
· Back-up cell phone number (734) 516-2554.
If you do not receive a call back within 30 minutes, dial the on-call number first, then the back-up cell if necessary.
To escalate a reported issue contact:
Evelyn Acton, Support Center Manager (734) 327-2334
Greg Stout, Vice President, Client Services(734) 327-3656