Help is already on the way
AMS clients: your fastest route to resolution is below. Every channel lands in the same queue — running on ServiceNow, naturally — prioritized by impact.
Reach us your way
Severity-1 Hotline
Instance down, critical integration failing or go-live at risk? Call +91 40 4040 4099. Answered by a platform engineer in under 60 seconds, 24/7/365.
Call nowClient Portal
Raise and track requests, view your instance health dashboards, approve enhancements and download reports — the same view our engineers see.
ams@smaits.tech creates a case automatically with your account context attached. Best for non-urgent requests with attachments.
Email supportIn-Portal Chat
Chat with the platform team from inside the client portal — Virtual Agent for instant answers, human-escalated in one click.
What happens after you report
| Severity | Definition | Response | Update cadence |
|---|---|---|---|
| S1 — Critical | Instance outage, critical integration down, security incident | < 15 minutes, 24/7 | Every 30 minutes until resolved |
| S2 — High | Major workflow degraded, workaround exists | < 1 hour, 24/7 | Every 2 hours |
| S3 — Medium | Limited impact, single team or function | < 4 business hours | Daily |
| S4 — Low | Enhancements, questions, minor issues | < 1 business day | On progress |
After every S1/S2, you receive a written postmortem within five business days: timeline, root cause, and the prevention actions we've committed to — with owners and dates.
Answers without the wait
Knowledge Base
500+ articles covering platform how-tos, our delivery standards and known-issue workarounds, searchable from the portal.
Release & Maintenance Calendar
Your upgrade windows, patch schedules and ServiceNow release milestones — with calendar subscriptions per instance.
Client Academy
Free training modules for your admins and fulfillers — because well-trained clients raise better requests and fewer of them.
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