Compare Service Provider Support Services

Choose the support level that fits your messaging requirements

Here's a simple guide to comparing our support & assistance services:

 

FIRsT

Premium

GoLive

Software Maintenance

 

Availability

24 x 7 x 365

Max. response time

24 hours 6 hours 3 hours

Web support

Email support

Telephone support

 

Remote pre-planned interventions

  3 per year  

Free call-back hotline

   

On site

   

Pricing

Pricing

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Assistance for the following services

Installation

Migration

(where applicable)

Configuration

Troubleshooting

AntiVirus integration

AntiSpam integration

Custom feature request assessment

   

Monthly service report

     

Pilot design

   

Pilot installation

   

Pilot project report

   

Platform implementation

   

Platform deployment

   

System planning & provisioning

   

Operations audit

   

Technical training

   

Supplied by

Level 1 CSE

 

Level 2 CSE

 

TAM assigned

   

Other resources

Forum

Knowledge base

Online documentation

Newsletter

Notes:

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.