Support Program

Seek for professional and responsive Technical Support on the customer perspective

AhnLab's Technical Assistance Center provides various services such as guidelines and solutions to various inquiries and problems that customers may have while using our products. Please check the following prior to requesting consulting service or technical support to ensure fast and accurate troubleshooting procedures.

  • Check Online Help or Administrator's Guide. Online Help and Administrator's Guide offer extensive and useful information about AhnLab products and services, which might help you solve your problem before you contact customer service.
  • Please note that your program is a licensed and registered version. If you have not registered the product properly, you may not be provided with customer support for licensed product users only.
  • Please be sure that your program and engine have been updated to the latest versions. Many program errors are solved by updating the program and engine to their latest versions. If the problem still remains unsolved, please contact our Technical Assistance Center.

Definition

RBH (Regional Business Hours)

Regional Business Hours (RBH) are the hours between 7:00 AM EST and 7:00 PM EST for the United States, 9:00 AM GMT and 5:30 PM GMT for the EMEA region (or 9:00 UTC and 17:30 UTC) and 9:00 AM KST and 06:00 PM KST for the APAC region, Monday through Friday excluding holidays.

RWH (Regional Weekend Hours)

Regional Weekend Hours (RWH) are the hours between 8:00 AM EST and 8:00 PM EST for the United States, 10:00 AM GMT and 5:00 PM GMT for the EMEA region (or 10:00 UTC and 17:00 UTC) and 10:00 AM KST and 5:00 PM KST for the APAC region, Saturday and Sunday.

ATAC (AhnLab Technical Assistance Center)

ATAC (AhnLab Technical Assistance Center) is web-based global portal system for technical support which is operated by AhnLab. ATAC provides partners who have access authority with Case-Open(Support Inquiries) of existing customers and technical documentation.

Service Level

Service Level Details
Service Levels Operation Time for Response Support Types
Standard Service (Warranty) RBH
  • Email
  • Web-based TAC portal
  • Live Chat
  • Telephone
Premium Service RBH+RWH
(Excluding National Holidays)
  • Email
  • Web-based TAC portal
  • Live Chat
  • Telephone
  • Remote Support
  • Onsite training
  • Designated Security Architect
Platinum Service 24X7
  • Email
  • Web-based TAC portal
  • Live Chat
  • Telephone
  • Remote Support
  • Onsite training
  • Training at AhnLab HQ
  • Onsite installation
  • Onsite support (Regular visiting and reporting services)
  • Designated Security Architect
  • For more information about AhnLab Technical Support Program, please contact at global.support@ahnlab.com or leave your message on Contact Us.
  • If you already have the account, please visit ATAC for exploring exciting experiences of our partners and customers who are using AhnLab products and services.

AhnLab Technical Assistance Center