Support

At AKIPS we strive to provide excellent support. We understand that technical issues can be frustrating, and we are here to assist you in resolving them promptly.

Self-Help Resources

Helpful resources that may assist before reaching out to our support team:

Knowledge base

Explore our comprehensive knowledge base. A wealth of information that we are always building upon, including guides, troubleshooting tips, scripts, and known issue resolutions. Before contacting support, we encourage you to explore these resources to find an answer to your question.

Explore

Community

Engage with our active community of real users on our forums. Here, you can find answers to frequently asked questions, seek advice, and share your experiences and ideas.

Explore

Software guides & documentation

Refer to the user guides and documentation provided with the software. These resources offer detailed information about features, configurations, and troubleshooting tips

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Software updates

We regularly release software updates to introduce new features, enhance functionality, tighten security and address known issues. It is highly recommended to keep your software up to date.

Download

Site scripts

Increase AKIPS functionality with our site scripts. Customers can utilise and build upon these to extend the software into other systems, harness automation to reduce time spent on repetitive or effort intensive tasks, and more.

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Deployment

About to deploy AKIPS? this information can help to guide your deployment approach (VM or bare metal) and determine the hardware specifications required for your network.

Read

Videos

Use our growing video library to help step you through AKIPS installation, settings and functionality. Learn a little more about the technology behind the product while your there.

Browse

How to reach support

Our knowledgeable support team is here to assist you with technical issues. Whether you have questions about installation, configuration, or troubleshooting, we are ready to provide step-by-step guidance and solutions. We strive to respond to your inquiries and work diligently to resolve your issues quickly.

What to expect from support

STEP 1

Acknowledgement

You will receive an initial response from our support team, via email, acknowledging your inquiry and providing you with the ticket number.

STEP 2

Troubleshooting

Our support team may request additional information or clarification to better understand the issue. They will guide you through troubleshooting steps or request diagnostic information to identify the root cause.

STEP 3

Resolution

We will work diligently to resolve your issue or provide a work around. If the problem requires further investigation, we will keep you updated on the progress and continue communication until a resolution is reached.

STEP 4

Escalation

In rare cases where complex issues arise, our support team may escalate the matter to our development team.

STEP 5

Closure

Once your issue is resolved, our support team will inform you of the solution. If we don’t hear back from you within 7 days, the ticket is closed.

STEP 6

Feedback

We value feedback and encourage you to share your support experience. This helps us improve our services and ensures that we continue to meet expectations. We appreciate all suggestions, comments and testimonials.

We are committed to ensuring your satisfaction and making your experience with our software as smooth as possible. If you have any further questions or concerns, please don’t hesitate to contact our support team.

Thank you for choosing AKIPS Network Monitoring Software!