Response Times

Operational (live) Support Services

Support for Axsy GA Products used for business purposes.



Response Times
Support PlanPremierSignature
Service Hours16 x 524 x 7
Category

Business Stopping

Defect in an Axsy product that completely stops the Axsy product being used

1 hour1 hour

Business Impacting (Major)

Defect in an Axsy product affecting greater than 50% of Your end-users

4 hours

Business Impacting (Minor)

Defect in an Axsy product affecting less than 50% of Your end-users

Trivial

Defect that can be tolerated, including but not limited to cosmetic defects, translation, spelling and grammatical errors

1 day4 hours

Information Enquiries

Non-Defect related assistance, including but not limited to confirming normal operation of Axsy products or providing assistance not covered in Knowledge Base, FAQ or troubleshooting articles