The AXIGEN Technical Support Program is offered to all registered users of AXIGEN products whether they use the Business or Office Editions, the ISP Edition, or just an evaluation version of any of our products.
| Support Services | FIRsT | Premium | Gold** | GoLive |
| Software Maintenance | • | • | ||
| Basic Support* | • | • | • | • |
| Availability | ||||
| 24 x 7 x 365 | • | • | • | • |
| Max Response time | 24 hours | 6 hours | 3 hours | 3 hours |
| Web support | • | • | • | • |
| Email support | • | • | • | • |
| Telephone Support | • | • | • | |
| Free Call-Back Hotline | • | • | ||
| On site | • | |||
| Yearly subscription | 25% | 35% | On call | On call |
| Special | 1st Year FREE | |||
| Assistance for the following services | ||||
| Installation | • | • | • | • |
| Migration (where applicable) |
• | • | • | • |
| Configuration | • | • | • | • |
| Troubleshooting | • | • | • | • |
| AV Integration | • | • | • | • |
| A-SPAM Integration | • | • | • | • |
| Custom Feature Request Assessment |
• | • | ||
| Monthly Service Report | • | |||
| Pilot design | • | |||
| Pilot installation | • | |||
| Pilot project report | • | |||
| Platform Implementation | • | |||
| Platform Deployment | • | |||
| System Planning and Provisioning |
• | |||
| Operations Audit | • | |||
| Technical Training | • | |||
All services are described in the support white paper (pdf file)
| Supplied by | ||||
| Level 1 CSE | • | • | ||
| Level 2 CSE | • | • | • | |
| TAM Assigned | • | • | ||
| Other Resources | ||||
| Forum | • | • | • | • |
| Knowledgebase | • | • | • | • |
| Online Documentation | • | • | • | • |
| Newsletter | • | • | • | • |
| Beta program access | • | • | • | • |
* The BASIC Support level ensures:
E-mail support (24 working hours response time)
Response availability: Monday to Friday, 9h/day (from 8:00 to 17:00 CET)
Users that qualify for BASIC Support:
Registered users, for one year after license registration
Users that have purchased a software Support pack; during the subscription period
** valid as long as the Premium Support Service is active
E-mail support (24 working hours response time)
Response availability: Monday to Friday, 9h/day (from 8:00 to 17:00 CET)
Users that qualify for BASIC Support:
Registered users, for one year after license registration
Users that have purchased a software Support pack; during the subscription period
** valid as long as the Premium Support Service is active
Tehnical Support Program Brochure (10KB, 2s / 0.5 Mbps)