Highly personalized technical support with one-on-one expert guidance for particular projects such as solution design, implementation, migration.
To all the features and benefits of Axigen add their technical support service: they are available 24x7x365 and anytime we have an issue, or a question, they are very responsive. When we came aboard, we had a lot of unique requirements and they satisfied those just for us. When we moved to Axigen, or we found a bug, they catered to our needs. I think support is among the top reasons for recommending Axigen.
- Project based support for implementation containing:
- Email support (3 hours maximum response time)
- Telephone support
- Free call-back hotline
- On site support
- 24 x 7 x 365 availability via email & telephone
- Web support
- Email & phone assistance for installation, migration, configuration, troubleshooting, AntiVirus / AntiSpam integration, custom feature request assessment. Depending on the project, services may also include additional special operations, such as first back-up, first installation, pilot design, pilot installation, pilot project report, system planning & preventive fallback service, operation audit.
Level 2 Support Engineers
TAM (Technical Account Manager) assigned
Price / Year:
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.
Technical Support is provided for calls initiated by the customer on a telephone number which is available for the Premium support level.
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.
It is permanently available for all Axigen customers on our website. Web support includes access to the following Online Resources:
The Axigen team will assist the customer in assessing the requirements, planning & implementing a pilot messaging platform. The pilot is intended to be a close replica of the future production system; it will go through a series of functionality, performance & reliability run-tests. The goal is to obtain an adequate solution that fits the customer-specific requirements & to identify potential problems before the actual production stage.
During the pilot stage, information that is gathered & analyzed will constitute the foundation for a subsequent assessment report, delivered to the customer at the completion of the pilot phase. This report contains information ranging from system performance & security aspects to implementation guidelines & risk assessment.
Implementation & deployment
A joint customer / Axigen technical team draws-up the specifications of the future messaging platform. Based on these specifications, the solution is implemented, tested & tuned. Finally, the Axigen team assists the customer in moving the newly implemented platform to production & subsequently monitoring it. Further on, any incidents will be handled by the Axigen support team, as part of a support contract.
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).
If a Maintenance & Technical Support subscription renewal is not ordered before the current subscription's expiration, a new license has to be purchased. Maintenance & technical support fees are based on updated list prices, as valid in the moment of purchase.