GoLive Support

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.

Shari McMillan-Strack
SchoolCenter, USA

Includes

  • 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.

Supplied by:

Level 2 Support Engineers

TAM (Technical Account Manager) assigned

Price / Year:

Contact us

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 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.

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 & new commercial versions) of Axigen products
  3. Access to Axigen Knowledge Base
  4. Product documentation (Release Notes, User Guides, White Papers etc)
  5. Axigen Forum

Pilot platform

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).

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 & technical support fees are based on updated list prices, as valid in the moment of purchase.