Encoding Support
Axinom provides standard product support for free for all customers and evaluators. If you have higher support expectations, we offer Premium Support.
Typical questions addressed by Product Support:
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Usage and integration of Axinom Products
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Clarification for documentation
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Usage of Axinom Portal, Product trial, Agreements
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Licensing and Billing
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Bug reports
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Feature requests and feedback.
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Note
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In case of operational issues with any of Axinom Service, we are talking about Incident Management. The following SLA applies. The same channels can be used to raise an incident as described above, but incident processing will always happen with priority. |
Standard Support
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Standard product support is provided 24x5 during regular business hours
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Online ticket submission and tracking using a self-service portal
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Tickets can be raised with one click directly from Axinom Portal
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Customer information about product updates
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Standard support is also available for product evaluators.
Premium Support
Additional features of the Premium Support:
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Priority service (tickets from Premium customers are processed in priority)
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Guaranteed first response time of 2h
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Live calls with screen sharing, when required
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Dedicated support engineer
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Pro-active guidance about relevant technology-related changes (beyond Axinom products changes)
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One hypercare-session (up to 3h) per year included.
Support with your Projects
If you would like more help from Axinom, for example, for:
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analysis of specific application cases
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developer training
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architecture consulting
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development of spike solutions, etc.,
please contact us, we will come back with a proposal.
How to book?
To book Premium Support just raise a support request and describe your need.
Billing
Premium Support has a fixed monthly fee, that applies per customer and covers any number of environments.
See Pricing.