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AMP Support Policy

SSB BART Group's support staff are available to address AMP support requests during the hours of 8:00am and 8:00pm Eastern Time (GMT -05:00), Monday through Friday and excluding public holidays.

Users may report technical support issues directly through the AMP support email address or online support request form. Escalation of support tickets will be handled by the AMP Technical Support team. Classification of issue priority is provided below. Below is also a guide to the approximate response times for support requests. The "Response Time" is the estimated time until an SSB BART Group support staffer begins working on resolution of the error, but does not include diagnosis and resolution. Resolution time will vary depending upon the nature and severity of the request, and time necessary to diagnose and implement a resolution:

Priority 1: A verifiable and reproducible error that causes the system to cease operating and causes a critical material impact to Licensee’s business. This includes, but is not limited to: System nonresponsiveness

  • Approximate Response Time: Within 60 minutes: A verifiable and reproducible error that causes the system to cease operating and causes a critical material impact to Licensee’s business. This includes, but is not limited to: System nonresponsiveness

Priority 2: A verifiable and reproducible error in which the system demonstrates a material degradation as measured against the documentation. These include but are not limited to: a specific feature missing or non-responsive, a severe performance issue, an unexpected error printed to screen

  • Approximate Response Time: Within 1 business day: A verifiable and reproducible error in which the system demonstrates a material degradation as measured against the documentation. These include but are not limited to: a specific feature missing or non-responsive, a severe performance issue, an unexpected error printed to screen

Priority 3: All other issues. These issues include but are not limited to: questions relating to AMP content, unexpected results, feature or enhancement requests

  • Approximate Response Time: Within 3 business days: All other issues. These issues include but are not limited to: questions relating to AMP content, unexpected results, feature or enhancement requests
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