Mosaic Support
Welcome to Axinom Product Support:
Our dedicated support team is here to help you succeed with Axinom products — from first-time setup to production questions.
You can reach out anytime for unlimited, free integration support, including:
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Product usage and integration guidance
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Help with documentation and best practices
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Portal access, trials, and agreements
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Licensing and billing questions
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Bug reports
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Feature requests and product feedback
We also offer paid support options with higher priority and even more features.
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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. |
Comparison of the support levels
| Support Levels | Basic | Standard | Premium |
|---|---|---|---|
Self-service portal (Jira Service Management) |
✅ |
✅ |
✅ |
Informing customers about product updates |
✅ |
✅ |
✅ |
Guidance about the relevant technology changes |
- |
✅ |
✅ |
Screen-sharing calls/month |
- |
2 |
5 |
Priority service |
- |
Priority over Basic |
Highest priority |
- |
✅ |
✅ |
|
- |
✅ |
✅ |
|
Access to Raw logs |
- |
- |
✅ |
Kibana API access |
- |
- |
✅ |
Customizable reports |
- |
- |
✅ |
Dedicated shared Slack-channel |
- |
- |
✅ |
Hypercare sessions/year |
- |
- |
3 |
Price, monthly |
FREE |
$129 |
$519 |
Premium Support with dedicated TAM (Technical Account Manager)
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.
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Dedicated technical account manager
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Participation in your team’s calls, if desired
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Analysis, consulting, architecture
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Limited development on your code base with your team
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Answering support requests (Premium Support level applies)
Billing is based on the amount of spent efforts measured in person-days (PD).
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.,
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.