We're committed to keeping your business processes running smoothly.
Appian's comprehensive customer support services deliver maintenance, support, and product updates to customers, partners, and distributors.
Frontier provides the first line of local support to our client during the HK normal business hours: 9:00 a.m. to 5:00p.m. Appian provides help-desk support during Appian business hours: 8:00 a.m. to 8:00 p.m., Eastern Standard Time (E.S.T.), Monday through Friday (except Appian-observed holidays). Also, for Priority 1 issues, we will provide a response in one (1) hour regardless of the day/time.
If you require assistance, you can contact our technical support team in HK directly by emailing support@frontier-rt.com or calling service hotline during HK business hours.*
When logging a case, please be prepared to provide the following information:
- Name
- Company (and Project, where applicable)
- Customer site (if applicable)
- Phone number
- Email address
- Appian software product and version being used
- Error description(s)
- Brief description of the case
- Priority of the case
- Steps taken to troubleshoot the case thus far
If calling outside of Support business hours, please include the following information in the voice mail message:
- Name
- Company (and Project, where applicable)
- Brief description of case
- Preferred contact method and contact information
- Upon logging a case, you will receive a case identification number for future reference.
* We also offer 24/7 support under our Premium Support plan.