About

To keep your auction technology reliable, safe, secure, and future-ready, Auction Edge has outlined our technical troubleshooting standards to ensure all parties are clear on roles and responsibilities as it pertains to software support, hardware support, network support, mobile device support, peripheral device support, etc.


Auction Edge will provide support and troubleshooting for all authorized/approved devices that are within manufacturer warranty on issues pertaining to the use of these devices in conjunction with Auction Edge products, services, and software.

Supported vs. Unsupported

Equipment

  • At Auction Edge, we define "supported" as approved equipment that is still within the manufacturer warranty.

  • At Auction Edge, we define "unsupported" as any non-approved equipment and/or approved equipment that is outside of the manufacturer warranty. Auction Edge can help troubleshoot unsupported items, but are subject to associated labor fees and we cannot guarantee the success of these efforts.

Network

  • Auction Edge does not provide any technical network-based troubleshooting, but will partner with your IT team to help provide solutions and remedies to issues impacting your Edge solutions.

  • Auction Edge needs to be made aware of specific changes to your network to ensure system availability. Please read through this Auction Edge Hardware/Networking Best Practices to learn more.

Approved Equipment, by Product


EDGE AOS


EDGE ASI


EDGE Spark


EDGE CRSimplified


EDGE Simulcast

EDGE Pipeline

  • Most modern Chromium-based browsers (Google Chrome, Microsoft Edge, etc.) running the latest version are supported.

EDGE Lookout

  • Most modern Chromium-based browsers (Google Chrome, Microsoft Edge, etc.) running the latest version are supported.

EDGE Multi-List

  • EDGE Multi-List is managed via your AMS platform.

Billable Support Services


Type of SupportHourly RateNotes
Unsupported OS/Software$250/hour
  • IBMi Systems below OS V7R3 (EOL September 30, 2023) or not under software Maintenance
  • PCs below Windows 10 (ASIExec/Digidoc/ACS)
  • IBM OS upgrades/Quarterly PTFs 

Unsupported Hardware$250/hour
  • Equipment not under IBM or Auction Edge maintenance
  • Printers that are discontinued by the manufacturer including mobile printers or purchased outside of Auction Edge
  • NAS - Customer owned devices
  • Print Servers at auctions

Unsupported Mobile and/or Peripherals$250/hour

Supported Mobile Devices (handheld or tablet):

View unsupported devices: 

Additional Help and Support:

Auction Edge offers first rate technical support to our subscribing customer auctions. Our dedicated support staff is available Monday through Friday, 7 am to 8 pm EST.

Help Desk (Toll Free): (800) 522-8404

Support Portal: https://support.auctionedge.com/