Technical Support

Technical Support at Your Fingertips

When it comes to the success of our customers, no issue is too big, small or technical for our global support team. Whether you have a simple question about how our platform works, or something isn’t working as expected, our team has the knowledge, experience and determination to solve it.

The Technical Support Team will manage your reported issues from start to finish. All technical support cases are updated in real-time on the Avature Customer Portal, where you will find a complete set of reports on open and closed cases.

To meet the needs of our global customers, support is provided in English, German, French, Spanish and Mandarin.

The people at Avature are some of the most interested, dedicated, and loyal individuals looking to improve and build the company – i.e. providing the right features in the right way to their clients. Avature customer service is absolutely second to none. I’ve never dealt with a customer service group that was like Avature’s… ever.

Richard Monastersky
VP of Talent Acquisition, CBS

Meet the Technical Support Team

Our Technical Support Team has two roles: Generalists and Specialists

While Technical Support Generalists cover all the functionality of the Avature system, Technical Support Specialists assist customers in complex matters pertaining to specific frameworks, modules and services. Both are part of our quality assurance (QA) engineering group and have access to our fully integrated, real-time application monitoring system.

Using a complete set of QA tools, our team is positioned to quickly diagnose and fix problems so your users can maintain productivity even while we are troubleshooting. When needed, our team can also copy your configuration to a QA environment for additional testing using our automated test system.

With unfettered access to our integrations, cloud operations and development teams, our Technical Support Team can resolve the full range of possible defects.

Technical Support Process

Issue resolution begins with the creation of a ticket and case number in the Avature Customer Portal. If your case centers on technical defects, it will be investigated and resolved by a Technical Service Generalist. If your case requires deeper knowledge of a specific feature set or module with advanced problem solving, it will be escalated to a Technical Service Specialist.

Although the most complex support cases may require the collaboration of additional Avature engineers, the Technical Support Team will remain your primary point of contact throughout the resolution process. Note that all cases will be tracked and updated in the Avature Customer Portal throughout their duration.

Cases involving requests for additional information will be routed to the specific team(s) responsible for response generation. For example, certification requests will be handled by the Risk Team, while requests for financial documentation will be assigned to Finance. General questions about how the Avature system works will either be resolved directly by Technical Support or sent to your dedicated Account Manager.

Knowledge Base & Community

In addition to an amazing and highly active user community, where you can trade ideas and learn from other leading practitioners, we offer our customers extensive system documentation, “Help” guides and a virtual Training Campus that is continuously updated with videos, solution demos, customer-exclusive webinars, FAQs and additional support articles.