Aegisys Cloud Solutions

Technical Support Policy

Support Availability

Aegisys provides technical support to all active customers with current service subscriptions. Our support team is available 24/7 for emergency issues and during standard business hours (Monday–Friday, 7 AM – 7 PM EST) for non-emergency support.

How to Get Support

  • Phone: 1-866-961-1805 (toll-free) or (705) 222-3652 (direct)
  • Email: support@aegisys.com
  • Client Portal: aegisys.myportallogin.com
  • Emergency Support: 1-866-961-1805 Option 9 (24/7 emergency hotline)

Support Scope

Aegisys technical support includes:

  • Troubleshooting of Aegisys products and services
  • Configuration assistance and guidance
  • Performance optimization recommendations
  • Documentation and knowledge base access
  • Security and compliance guidance

Note: Support does not include third-party software support, custom development, or services outside of the agreed scope.

Support Levels

Critical Issues (Severity 1)

Production systems down or severely impaired. Response time: 1 hour. Resolution priority: immediate.

High Priority (Severity 2)

Significant functionality impaired. Response time: 4 hours. Resolution priority: expedited.

Medium Priority (Severity 3)

Minor functionality issues. Response time: 8 business hours. Resolution priority: standard.

Low Priority (Severity 4)

General inquiries or non-critical issues. Response time: 2 business days. Resolution priority: normal.

Customer Responsibilities

  • Provide clear and detailed descriptions of issues
  • Cooperate with troubleshooting steps provided by our team
  • Grant necessary access for remote support sessions when required
  • Maintain current contact information in your account
  • Keep software and systems updated with latest patches

Remote Support Session Security

When you request remote support, our technicians connect to your systems securely. All remote sessions are:

  • Fully encrypted
  • Logged for quality and security purposes
  • Limited to the scope you authorize
  • Terminable by you at any time

For support, call 1-866-961-1805 or email support@aegisys.com.