Gold Support

Email support

The email technical support is available 24 x 7 x 365, by using a priority support address. Simply write us an email & our experts will promptly answer your technical inquiries on Axigen. It also includes free subscription to the Axigen Newsletter, containing security alerts, advisories & other useful pieces of advice, as well as information regarding upcoming versions, tips & insights on the Axigen products.

Telephone support

Technical Support is provided for calls initiated by the customer on a telephone number which is available for the Premium & Gold support levels.

Free call-back hotline

This is an immediate Call Back service provided free of charge by Axigen based on a call-back support request placed by customers. The customer can ask for this service via Web / email / phone / fax / chat & is immediately called back by an Axigen CSE / TAM on the provided phone number. All expenses are supported by Axigen, regardless of the customer's location, provided that the request is placed for a standard charged phone number.

Web support

The Web support is permanently available on our website for all Axigen customers & includes access to the following online resources:

1. Online Documentation
2. New releases (patches & new commercial versions) of Axigen products
3. Axigen Knowledge Base
4. Product documentation (Release Notes, User Guides, White Papers, etc.)
5. Axigen Forum

Custom feature request assessment

This refers to situations in which customers may need & request a certain feature to be developed for their specific usage / configuration / network case. In such situations, the Axigen experts will ask for all needed information in order to fully analyze the request & will notify the customer on the timeframe in which he will receive a relevant feedback. Based on the provided information, we will assess the necessity of such a feature, the security aspect of the proposed concept & the redundancy of the proposal in the existing Axigen development roadmap. As a result of the previously described assessment, the Axigen team will provide a final positive / negative feedback containing detailed explanations, estimated release deadline, additional recommendations, if any, plus emergency development fee (optional).

Monthly service report

The customer will receive a monthly report containing the number of reported incidents, time of solving, short description of each incident, people involved in solving the incident, number of remaining Gold incidents, level of satisfaction index & additional considerations in order to improve the effectiveness of the operation. Further information can be provided on request. These pieces of information are particularly valuable in optimizing the customer IT operations, hardware resources & assignments given to employees.