AS2
AS2aaS

Contact Support

Get technical assistance, report issues, and access enterprise support services.

Support Channels

Email Support

Support LevelEmailResponse TimeAvailability
General Support[email protected]4-24 hoursBusiness hours (9 AM - 6 PM PST)
Technical Support[email protected]2-8 hoursBusiness hours
Enterprise Support[email protected]2-4 hours24/7
Emergency Support[email protected]15 minutes24/7 (Enterprise only)

Specialized Support

CategoryEmailPurpose
Security[email protected]Security assessments, vulnerability reports
Compliance[email protected]Regulatory compliance questions
Billing[email protected]Billing questions, plan changes
Sales[email protected]New subscriptions, enterprise inquiries

Support Tiers

Free Plan Support

Included:

  • Email support during business hours
  • Community documentation access
  • Self-service troubleshooting tools
  • Basic integration assistance

Response Times:

  • Initial response: 24-48 hours
  • Resolution target: 3-5 business days

Included:

  • Priority email support
  • Faster response times
  • Technical implementation guidance
  • Configuration assistance

Response Times:

  • Initial response: 4-8 hours
  • Resolution target: 1-2 business days

Enterprise Support

Included:

  • 24/7 phone and email support
  • Dedicated account manager
  • Custom SLA agreements
  • Emergency escalation procedures
  • Implementation consulting
  • Training sessions

Response Times:

  • Initial response: 2-4 hours
  • Emergency response: 15 minutes
  • Resolution target: Same day or next business day

Information to Provide

For Technical Issues

Required Information:

CategoryDetails to Include
AccountTenant ID or organization name
APIAPI key prefix (first 8 characters only)
TimestampsWhen the issue occurred (include timezone)
Error messagesComplete error response
Expected behaviorWhat should have happened
Actual behaviorWhat actually happened

For Message Issues:

FieldDescriptionExample
Message IDAS2aaS message identifiermsg_000001
Partner IDTrading partner identifierprt_000001
AS2 Message IDAS2 protocol message IDMSG_20240115_103000_ABC123
DirectionMessage directioninbound or outbound
Content TypeMessage content typeapplication/edi-x12
Error CodeSpecific error code if availablePARTNER_UNREACHABLE

For Partner Issues:

FieldDescription
Partner IDAS2aaS partner identifier
AS2 IDPartner's AS2 identifier
Endpoint URLPartner's AS2 endpoint
Test ResultsConnection test results from dashboard
ConfigurationPartner security settings

For Integration Questions

Project Information:

CategoryDetails
Integration typeERP, custom application, middleware
Programming languageLanguage and framework
Message volumeExpected messages per day/month
Partner countNumber of trading partners
TimelineProject timeline and milestones

Emergency Support

When to Use Emergency Support

Emergency support is available for Enterprise customers experiencing:

SituationCriteria
Production outageComplete inability to send/receive messages
Security incidentSuspected security breach or vulnerability
Data lossMissing or corrupted message data
Critical partner issuesMajor partner unable to communicate

Emergency Contact Process

  1. Email: [email protected] with "URGENT" in subject
  2. Include: Account details, issue description, business impact
  3. Response: Initial response within 15 minutes
  4. Escalation: Automatic escalation to engineering team

Emergency Response SLA

Response TypeTarget TimeEnterprise SLA
Initial acknowledgment15 minutesGuaranteed
Technical assessment30 minutesGuaranteed
Resolution or workaround2 hoursBest effort
Full resolution4 hoursBest effort

Self-Service Resources

Dashboard Tools

ToolLocationPurpose
Message logsDashboard → MessagesView detailed message history
Partner testingDashboard → Partners → TestTest partner connectivity
Certificate validationDashboard → Certificates → ValidateVerify certificate health
Testing toolsDashboard → Testing ToolsEnd-to-end testing

Documentation Resources

ResourceURLContent
API Reference/api-referenceComplete API documentation
Quick Start/quick-startGetting started tutorial
Error Handling/error-handlingError codes and solutions
Troubleshooting/troubleshootingCommon issue resolution

System Status

ResourceURLInformation
Status Pagehttps://status.as2aas.comReal-time system status
Incident Historyhttps://status.as2aas.com/historyPast incidents and resolutions
Maintenance Schedulehttps://status.as2aas.com/maintenancePlanned maintenance windows

Support Best Practices

Before Contacting Support

  1. Check system status for known issues
  2. Review error messages for specific error codes
  3. Test with sandbox to isolate issues
  4. Gather diagnostic information as outlined above
  5. Check documentation for similar issues

Effective Support Requests

Good Support Request:

Subject: Message delivery failure - Partner prt_000001

Issue: Messages to partner Acme Corp (prt_000001) failing with 
PARTNER_UNREACHABLE error since 2024-01-15 10:00 AM PST.

Details:
- Message IDs: msg_000123, msg_000124, msg_000125
- Partner AS2 ID: ACME-CORP-AS2
- Partner URL: https://acme.example.com/as2
- Error: Connection timeout after 60 seconds
- Last successful message: 2024-01-14 11:30 AM PST
- Connection test result: Failed (attached screenshot)

Expected: Messages should deliver successfully as they did previously.
Actual: All messages failing with timeout errors.

Urgency: High - blocking production order processing.

Ineffective Support Request:

Subject: Not working

My messages aren't working. Can you fix this?

Response Time Expectations

PlanInitial ResponseResolution Target
Free24-48 hours3-5 business days
Starter8-16 hours1-3 business days
Professional4-8 hours1-2 business days
Enterprise2-4 hoursSame day

Support Escalation

Internal Escalation Process

  1. Level 1: General support team
  2. Level 2: Technical specialists
  3. Level 3: Engineering team
  4. Level 4: Architecture and platform team

Customer Escalation

If you're not satisfied with support response:

StepActionTimeline
1Reply to support ticket requesting escalationImmediate
2Contact support manager (Enterprise customers)Within 4 hours
3Email [email protected] with ticket detailsWithin 8 hours

Training and Onboarding

Available Training

Training TypeAvailabilityDurationCost
Self-paced documentationAll customersVariableFree
Live onboarding sessionPaid plans1 hourIncluded
Technical deep-diveEnterprise2-4 hoursIncluded
Custom trainingEnterpriseVariableCustom

Training Topics

  • AS2 protocol fundamentals
  • Platform configuration
  • API integration patterns
  • Security best practices
  • Troubleshooting and monitoring
  • Advanced features and customization

Scheduling Training

Contact your account manager or email [email protected] to schedule sessions.

Feedback and Feature Requests

Product Feedback

MethodUse CaseResponse
Support emailBug reports, issuesTracked and prioritized
Feature requestsNew capability requestsProduct team review
Enterprise feedbackStrategic feature needsDirect product team engagement

Feature Request Process

  1. Submit request with business justification
  2. Product team review within 2 weeks
  3. Roadmap consideration for next planning cycle
  4. Implementation timeline communicated if approved

Community Feedback

  • GitHub issues for SDK and tooling feedback
  • Community forum for general discussions
  • User advisory board for Enterprise customers
Introduction