Global Customer Support Center
Amber Road understands that each day brings new challenges related to Global Trade Management. After our customers deploy our software solutions, the Global Customer Support Center provides technical support for our customers’ designated contacts. Amber Road has support personnel located in Asia, Europe, and North America. Cases and phone calls are managed through a CRM tool, which provides a case number for each interaction that is then tracked through resolution.
Our Global Customer Support Center works closely with your designated contacts to ensure the right attention and expertise is applied to answer your questions. From Global Knowledge® updates, to questions about message processing, to assistance with ‘how-to’ questions; our support engineers pride themselves in being available, responsive, knowledgeable and above all, focused on our customers’ success.
The Global Support Center also notifies our customers about upcoming service windows and regulatory updates related to your GTM solution. The Global Support Center coordinates maintenance updates with our customers on their current version of the software. Functional releases and upgrades are led by the Global Professional Services team and transitioned to the Global Support Team after go-live.
Customers can contact our Global Support Center by calling one of the phone numbers listed in the table below. Please note that any Severity 1 concerns should be submitted via a phone call in addition to any electronic submittal.
To submit an incident via phone, please use one of the following contact numbers:
|Worldwide from anywhere||1.919.468.3500|
|U.S. and Canada (toll free)||1.800.852.6562|
|Germany (toll free)||0.800.7235166|
|Japan (toll free)||0066.338.30010|
|Ireland (toll free)||1.800.543205|
|Singapore (toll free)||800.110.0599|
|The Netherlands (toll free)||0.800.022.6293|
|United Kingdom (toll free)||0.800.96.9559|
To submit an incident via e-mail, please use the following e-mail addresses:
- Trade Automation & On-Demand Solutions: Support@AmberRoad.com
- China Trade Management Solutions: TMS@AmberRoad.com
- Supply Chain Collaboration Solutions (formerly known as ecVision): Support@ecVision.com