Support Services

“I think the support staff that you guys have and the way you handle it, is very efficient.”
  Marcia Woodard, Deputy Zoo Director
Montgomery Zoo & Mann Wildlife Learning Museum

We believe the most important part of our partnership with your organization isn’t at the sales table, it’s being available when you need us most.  That’s why when you call Agile, we strive for live call answers. We don’t like voice mail, so why would we force you to deal with voice mail when all you need are answers?  We know this is a radically unique approach to critical support, but our customers seem to like it, so we will keep on providing live support 24 hours a days, 7 days a week, 365 days a

year – yes, even on Christmas and Easter someone is available to answer your questions.

We have two primary “silos” of support: Critical and Optional.

Critical Support

If you are unable to successfully process a ticket, manage an event, access the application or any other issue that detrimentally affects your organization, we categorize these situations as Critical. Critical Support is included in the software package and is available 24x7x365 days per year for as long as you remain a customer in good standing.

Optional Support

If you need on-demand training, custom ticket setup, new seating map design or any other request that is not detrimental to the success of your organization, or a request that can be handled in a queued environment, we call this Optional Support.  We have 3 tiers of Optional Support services: Platinum, Gold and Silver.