Welcome to Avidian Technical Support!
Our dedicated team of Technical Support Engineers is located at our corporate headquarters in Redmond, Washington we are here to help our customers with active support subscriptions and to address specific user issues pertaining to Prophet.
6:00 AM - 5:00 PM Pacific Time (GMT-8), Monday through Friday.
We are CLOSED during major US Holidays.
In order to contact Avidian Technical Support, you MUST have a current support subscription.
Submit a support ticket directly via our website
Enter a support related issue on our website. A support ticket will automatically generate and queue for the Avidian Technical Support Team. We target a 4 business hour response to all web submitted support cases.
Call us
We have two dedicated support lines: One for our Gold subscription customers and another for our Advantage, Standard and Single subscription customers.
Standard support line:
1.800.898.8615 (toll free in the US and Canada) or + 1.425.457.7726 (international). Incoming calls will be entered into our system via our support dispatcher. Targeted response time is no more than 4 business hours.
Gold support line:
1.888.830.6197 (toll free in the US and Canada) or + 1.425.457.7726 (international). Incoming calls will be entered into our system via our support dispatcher. Calls will be dispatched to the next available technician. Your Gold support subscription will be verified by our support dispatch agent when you call.
If you reach our support voicemail during business hours, please leave a message as instructed.
Our support dispatch agent WILL call you back in 30 minutes to log your call.
Please note we are NOT Exchange, Outlook, Sharepoint, or networking experts. We ARE Prophet experts and are more than happy to help address any Prophet related issue you may encounter. We can certainly provide guidance and best practices information regarding configuration of third party applications that directly interact with Prophet, but we do not support or troubleshoot problems with third party applications.
We take supporting you and all of our clients very seriously. Out sole mission is to make you successful with our products. If at any time you believe that an issue is not being addressed to your satisfaction, please feel free to contact our VP of Customer Success, Keith Clements
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