Here's a simple guide to comparing our support & assistance services:
FIRsT |
Premium |
GoLive |
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Software Maintenance |
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Availability
24 x 7 x 365 |
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Max. response time |
24 hours | 6 hours | 3 hours |
Web support |
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Email support |
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Telephone support |
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Remote pre-planned interventions |
3 per year | ||
Free call-back hotline |
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On site |
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Pricing
Pricing |
Contact us | Contact us | Contact us |
Assistance for the following services
Installation |
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Migration(where applicable) |
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Configuration |
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Troubleshooting |
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AntiVirus integration |
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AntiSpam integration |
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Custom feature request assessment |
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Monthly service report |
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Pilot design |
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Pilot installation |
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Pilot project report |
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Platform implementation |
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Platform deployment |
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System planning & provisioning |
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Operations audit |
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Technical training |
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Supplied by
Level 1 CSE |
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Level 2 CSE |
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TAM assigned |
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Other resources
Community |
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Knowledge base |
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Online documentation |
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Newsletter |
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Confidentiality — If, while benefiting from technical support or assistance, Axigen customers send information such as configuration, architecture, logs, or other information to the support team, these details will be treated as private and confidential and will only be used to identify and solve the reported problems.
Support expiration — Axigen customers are eligible for technical support provided that they have a valid Software Maintenance & Technical Support subscription. If the Maintenance & Technical Support subscription renewal is not ordered before the current subscription's expiration, the missing months have to be purchased on renewal. Maintenance & technical support fees are based on updated list prices, as valid in the moment of purchase.