ABT provides 1st Tier support for all software applications hosted on ABT’s PowerCore System. We will work with the caller (user) to identify the issue. We will begin immediate steps to solve the identified problem. If ABT is unable to answer a software related question, we will initiate call(s) to our contact(s) within the appropriate software vendor(s) organization(s).
Contacting Technical Support
ABT’s Technical Assistance Service Center (TASC) provides timely responses to both technical and user issues as they arise. The team consists of Technical Assistance Specialists available 24 x 7 with a combination of office and after-hours support. The office hours of operation are: Monday-Friday, 6:30 a.m. to 5:00 p.m. All calls outside of that timeframe (“After Hours”) will be forwarded to an on-call support team representative.
Below are the instructions for you to use when requesting information, reporting a problem, or submitting requests for new/terminated employees.
How to Contact TASC:
- Contact TASC via telephone at 1-888-422-3400.
- Contact TASC via e-mail at tasc@myabt.com (Note: “After Hours” e-mail requests will be handled the next business day)
- Provide your name, phone number, e-mail address and the name of your organization.
- Describe the nature of the problem, application you were working in and any other pertinent information to the TASC representative.
The TASC team representative will:
- Complete an initial review of the issue and determine if the cause is user account, application or network.
- Solve the problem immediately or involve appropriate personnel to complete the request.
- The ABT on-call team representative will ask the criticality of the issue. If it is not critical, you will be asked if it can wait until regular office hours. If it is critical the team representative will begin immediate action on your issue.