Contacting AMI Support
Support Portal
AMI's online helpdesk is the fastest way to get help. Visit http://helpdesk.amitracks.com to:
- Submit a helpdesk ticket
- Track an existing ticket
- Search the knowledge base
- Submit a question to the forum
Free Support
Online documentation, provided here, is available free to all AssetTrack users.
Premium Support
Email and telephone technical support are available only for customers with an active support and maintenance contract with AMI. If you are unsure of whether you have an active support and maintenance agreement with AMI, contact AMI Sales at sales@amitracks.com or 877-287-7618 Option 1.
Troubleshooting Documentation
Prior to contacting support, solutions to many common problems can be found online in our Troubleshooting section. Please review the troubleshooting documentation prior to contacting AMI support.
Before Submitting a Help Desk Ticket via Email
In order to better respond to your support email, we need certain information which you must collect prior to calling. Collect the following information and provide it in your support email along with a detailed description of the problem as well as the step-by-step process you followed to create the problem:
- AssetTrack Version Number: (e.g 3.6.2.76)
- Integration mode:
- Standalone
- Integrated with CA ITAM v12
- Integrated with HP Asset Manager
- Integrated with other system using File Integration
- Mobile Device Types:
- Windows Mobile
- iOS
- Nature of the Issue:
- System Administration
- Installation or Upgrade
- Form Design
- Integration issue
- Data collection issue
- Windows Mobile
- iOS
- Web form
- Upload form
- Upload API
- Data Reconciliation Issue
- Queue
- Reporting
- Saved Search
- System Administration
When you have collected the information above, please send an email to support@amitracks.com to generate your ticket.