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Maintenance & Support Options

AvePoint Maintenance & Support Services

AvePoint’s Basic, Standard, and Premier Maintenance service plans provide IT departments more time to focus on other projects and less time managing AvePoint software. This timely and reliable service will ensure you get most out of your software, and includes full product support as well as maintenance and upgrade components. AvePoint’s dedicated global support team is available to help troubleshoot and, where necessary, remedy issues preventing customers from performing standard product use cases in their environment.

Maintenance & Support Components

  Standard Standard Standard
Web Support Ticket Service Right Right Right
Email Message Service ** Right Right Right
Minor Releases and Service Packs Right Right Right
Live Phone Support   Right Right
Major Releases and Upgrades   Right Right
All Support Components available 24/7     Right

* All checked support components for Basic and Standard customers are available Mon-Fri 7am - 7pm Local Time. Issues received during off business hours will be handled the following business day.

** Email Message Service is only available for updates to already existing cases.

*** Applies only to Multi-Year Standard Maintenance Plans

To inquire about customized support plans, please contact AvePoint sales.

Web Support Ticket Response Time Based on Severity of Issue




  • Minor issue, which does not impact production environment.
  • Documentation error that does not directly impact a job on production.
  • Feature or suggestion for enhancement.



  • An issue effecting production environment at a minor level.
  • Very limited direct impact on operations.



  • An issue effecting production environment at a major level.
  • Production environment is operational, but DocAve activities are limited.
  • Long-time adverse effects can lead to productivity being hindered.
Very High



  • DocAve activities on production environment are completely inoperable.
  • Major restoration or project is at a mission-critical state.
  • Severe impact on business operations.

* We recommend calling us for an immediate response

Additional Support Options

AvePoint TAM Services

AvePoint’s Technical Account Management (TAM) services are designed specifically to provide the technical and business resources required to fully optimize the benefits of AvePoint solutions for governance, compliance, productivity, and infrastructure management.

AvePoint’s TAM Services provide organizations with:

  • A single point of contact experienced in both AvePoint and Microsoft technologies.
  • Assistance in helping you manage alignment of product capabilities with core business needs.
  • An internal advocate for when issues are met.

Learn More About AvePoint TAM Services.

AvePoint Client Services

AvePoint's Client Services teams provide world-class business and technical experts required to fully maximize your enterprise-wide collaboration technology investments. AvePoint offers both fixed-cost quick start and custom consultative engagements aimed at driving more value from your business solutions and enterprise IT initiatives. In addition, AvePoint offers extensive sustainable adoption and training solutions to ensure your organization successfully reaps the benefits of your technology investments.

Contact Information

By Telephone:

During business hours (7:00am-7:00pm Local Time):

Main Line: 201.793.1111 option 2 (800-661-6588)

US/Canada: 1-800-661-6588, option 2

Australia: +61 3 9005 8484

United Kingdom: +44 (0) 207 421 5199, option2

Singapore: +65-3163-2119

Germany: +49 800 3002340

Austria: +43 800 3002340

Switzerland: +41 800 3002340

All other international callers: +1-201-793-1111, option 2

During off-hours (7:00pm-7:00am Local Time):

Main Line: 201.793.1111 option 2

*Only Premier Maintenance customers are entitled to 24/7 phone support

By Email:

*Email Message Service is only available for updates to already existing cases.

When contacting technical support, please be ready to provide the following information so we can better assist you:

  • Name
  • Company Name
  • Contact Phone Number
  • E-mail Address
  • Product
  • Client and Server Versions
  • SharePoint Version
  • Maintenance Level

Support Escalations

At AvePoint, we pride ourselves on our global, 24/7 customer support. In this aim, we have several lines of defense to make sure that we continue to offer you the best quality support possible.

The first level of support are handled by our Tier 1 analysts, and if an escalation is needed, they will engage either a Senior Analyst or a Tier 2 analysts – AvePoint’s senior technical resources. Our Team Leads oversee all escalations and will step in when necessary to ensure the best customer experience possible.

If you are faced with a highly critical issue, or are unsatisfied with the level of support you are receiving, please request an escalation with your support representative directly. You may also do so by emailing or calling our support lines directly and relaying your concern to an analyst. We will have a Senior Analyst or a Tier 2 analyst provide assistance with the case, and if necessary, transfer the case to another representative.

View our Incident Management Procedures