Support Plan Summary


Plan → 

Premier

Signature

Pricing →

25% of net Axsy licence fees

Contact Axsy for pricing

Self-Guided Resources
Customer Portal
Online portal - exclusively setup for you and your systems integrator users for all your knowledge and support needs



Knowledge Base and FAQ Library
Find informative content and FAQ's on all of Axsy's products



Technical Support
Service Hours
16 x 5
24 x 7
Contacting Axsy
Case submission

Online
Online & Telephone
Defect Response Times
Managing problems

Business stopping defects: 1 hour

Business impacting defects: 4 hours

All business
defects: 1 hour

Technical Assistance Response Times
Responding to your queries

1 day
4 hours

Technical Assistance Coverage


Troubleshooting & Advice
Troubleshooting, Advice & Corrective Actions
Implementation Support
Additional support services available to you during your initial implementation
Initial Org Setup
Axsy's technical team setup your sandbox org ready for you to start using Axsy's mobile apps



Continuous Guidance
Expert advice and guidance to support you during your implementation



Go Live Health Check
Verification by Axsy's technical team that your org is ready to go live

Enhanced Go Live Health Check
Invite the Axsy QA team to run functional and performance tests in your sandbox org


Developer Support
Call on an Axsy specialist to assist you with your setup and configuration when required

Updates and Enhancements

Early access to product updates

Product Updates Enrolment

Keeping you advised of forthcoming Axsy product updates

Beta Software

Early access to beta release product updates for your test and validation

Org Updates Performed by Axsy

De-risking upgrades by having the Axsy technical team do the updates for you

Go Live Health Check

Validating your andbox UAT environment prior to your production updates

Enhanced Go Live Health Check
Invite the Axsy QA team to run functional and performance tests in your sandbox org


Developer Support

Call on an Axsy developer to assist you when required


Account Management
Working with you to prioritise solutions including support cases, performance improvements and more