Gold Support

Package

• Specific number of (pack of) incidents available for Premium Support users, with the following contact methods:
• • E-mail support (3 hours maximum response time)
  • Telephone Support
  • Free Call-Back Hotline
• Availability: 24 x 7 x 365
• Assistance for: Installation, Migration, Configuration, Troubleshooting, Antivirus / Antispam Integration
• Custom Feature Request Assessment
• Monthly Service Report
• Web support

Email support

The email technical support is available at a priority support address; It also includes free subscription to the AXIGEN Newsletter, containing security alerts, advisories and other useful pieces of advice for avoiding operational IT disasters, as well as information regarding upcoming versions, tips and tricks and insights on AXIGEN products.

Telephone support

Technical Support is provided for calls initiated by the customer on a telephone number which is available for the Premium and 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/e-mail/phone/fax/chat and 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

It is permanently available for all AXIGEN customers on our website. Web support includes access to the following Online Resources:

1. Online Documentation
2. New releases (patches and new commercial versions) of AXIGEN products
3. Access to AXIGEN Knowledgebase
4. Product documentation (Release Notes, User Guides, White Papers etc)
5. AXIGEN Forum

Custom Feature Request Assessment

Refers to situations in which customers may need and request a certain feature to be developed for their specific usage/configuration/network case. In such situations, AXIGEN will ask for all needed information in order to fully analyze the request and will notify the customer on the timeframe in which he will receive a relevant feedback. Based on the provided information, AXIGEN will assess the necessity of such a feature, the security aspect of the proposed concept, and the redundancy of the proposal in the existing AXIGEN development roadmap. As a result of the previously described assessment, AXIGEN will provide a final positive/negative feedback containing detailed explanations, estimated release deadline, additional recommendations, if any, and 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 and 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 and assignments given to employees.

Note: If a Maintenance & Technical Support subscription renewal is not ordered before the current subscription's expiration, a new license has to be purchased. Maintenance and technical support fees are based on updated list prices, as valid in the moment of purchase.