Mosaic Support
Axinom provides basic product support for free for all customers and evaluators. Beyond this level, Axinom offers several support levels and training as described below.
Standard Support
Recommended level for everyone whose business processes rely on Axinom Services.
Typical questions you can address to Axinom:
-
Usage and integration of Axinom Products
-
Clarification for documentation
-
Usage of Axinom Portal, Product trial, Agreements
-
Licensing and Billing
-
Bug reports
-
Feature requests and feedback.
Standard support includes:
-
Standard product support is provided 24x5 during regular business hours
-
Online ticket submission and tracking using a self-service portal (based on Jira Service Management)
-
Tickets can be raised with one click directly from Axinom Portal
-
Up to 10 support requests per month
-
Up to 2 screen-sharing calls per month, when necessary for efficient troubleshooting
-
First response time within 2 hours
-
Priority service (tickets are processed with higher priority)
-
1 hypercare session per year is included
-
Customer information about product updates
-
Guidance about the relevant technology changes.
Notification period: 1 month.
We give standard support for free for the first two months after signing a Mosaic Products Licensing Agreement.
|
Note
|
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. |
Other Support Levels
Premium Support
Recommended for customers with higher needs, e.g., bigger in-house development team, more integration needs, higher service load or higher business-criticality.
Additional features of the Premium Support:
-
Unlimited number of support requests
-
Dedicated shared slack channel for communication with our engineers
-
Up to 5 screen-sharing calls per month, when necessary for efficient troubleshooting
-
Priority service (priority of the requests is higher than for standard support)
-
3 hypercare session per year are included
Notification period: 1 month.
Technical Account Manager (TAM)
This level is recommended for development teams. Axinom experts work together with your team and help you to integrate Mosaic products in a context of your specific solution.
-
Dedicated technical account manager
-
Participation in your team’s calls, if desired
-
Analysis, consulting, architecture
-
Limited development on your code base with your team
-
Answering support requests (Premium Support level applies).
Billing is based on the amount of spent efforts measured in person-days (MD).
Lower limit (minimum consumption) is three MD per month.
Upper limit can be agreed, e.g., 10 MD per month.
Notification period: 2 months.
Basic Support
If you don’t book any support level above, after the initial two months of standard support you can still use Axinom basic support for free.
Basic Support features:
-
FREE
-
Basic product support is provided 24x5 during regular business hours
-
Online ticket submission and tracking using a self-service portal (based on Jira Service Management)
-
Tickets can be raised with one click directly from Axinom Portal
-
Up to two support requests per month
-
Customer information about product updates
-
Basic support is also available for product evaluators.
Comparison of the support levels
| Support Levels | Basic | Standard | Premium |
|---|---|---|---|
Self-service portal |
X |
X |
X |
Availability |
24x5 |
24x5 |
24x5 |
Axinom Portal integration |
X |
X |
X |
Number of support requests/month |
2 |
10 |
unlimited |
Screen-sharing calls/month |
- |
2 |
5 |
Dedicated shared Slack-channel |
- |
- |
- |
First response guarantee |
- |
2h |
2h |
Priority service |
- |
X |
X |
Hypercare sessions/year |
- |
1 |
3 |
Customer information about product updates |
X |
X |
X |
Guidance about the relevant technology changes |
- |
X |
X |
Price, monthly |
FREE |
299€ |
599€ |
Notification period |
n/a |
1 month |
1 month |
Training
Axinom provides training for Mosaic products. We offer a few pre-defined options, but can also provide a custom training for your specific needs.
Mosaic Developer Bootcamp
Target audience: Development teams
Goal: Quickly bring developers up to speed with Axinom Mosaic so that they are confident developing Mosaic-based applications.
Duration: 3 days x 6h
Format: Online
Price: 4499 EUR (up to 10 developers, includes one month of free standard support)
Topics addressed:
-
Mosaic platform and its main concepts
-
Setting up a local Mosaic solution
-
Developing a service (backend) with Mosaic
-
Developing workflows (frontend) with Mosaic
-
Deployment and Operations
-
… many more
More detailed curriculum is available upon request.
DRM Developer Bootcamp
Target audience: Development teams
Goal: Enable developers to integrate DRM into their applications in an efficient and secure manner.
Duration: 2 days x 4h
Format: Online
Price: 1999 EUR (up to 10 developers, includes one month of free standard support)
Topics addressed:
-
DRM concepts
-
Introduction to Axinom DRM
-
Apply DRM protection to video content
-
Entitlement message and how to produce it
-
Configuring a video player for DRM content
-
Security implications of DRM
-
Specifics of Widevine, FairPlay, PlayReady
-
Selecting a proper multiplatform approach with DRM
-
… many more
We recommend to book the DRM Bootcamp together with the Encoding Bootcamp.
More detailed curriculum is available upon request.
Encoding Developer Bootcamp
Target audience: Development teams
Goal: Enable developers to integrate Encoding into their applications in an efficient and secure manner.
Duration: 1 day x 4h
Format: Online
Price: 999 EUR (up to 10 developers, includes one month of free standard support)
Topics addressed:
-
Encoding concepts
-
Introduction to Axinom Encoding
-
Encode a video using Mosaic UI
-
Encode a video using Encoding API
-
Apply DRM protection to video content
-
Security implications of Encoding
-
Advanced features:
-
Multiple audio streams
-
Subtitles and closed captions
-
Bitrates
-
Using different storage providers (Azure, AWS, FTP)
-
Image extraction / Thumbnails generation
-
Per-scene encoding
-
CDN
-
Troubleshooting
-
-
… many more
We recommend to book the DRM Bootcamp together with the Encoding Bootcamp.
More detailed curriculum is available upon request.
Support with your Projects
If you would like more help from Axinom, for example, for:
-
analysis of specific application cases
-
developer training
-
architecture consulting
-
development of spike solutions, etc.,
we are here to help you.
Please contact us, we will come back with a proposal.
How to book?
To book Support or Training just raise a request and describe your wish.
Pricing
See Pricing.