Axsy Support Plans

Modified on Mon, 16 Sep, 2024 at 11:19 AM

Support Plan Summary

Plan →	Premier	Signature
Pricing →	25% of net Axsy licence fees	Contact Axsy for pricing
Self-Guided Resources
Customer Portal Online portal - exclusively setup for you and your systems integrator users for all your knowledge and support needs	✔	✔
Knowledge Base and FAQ Library Find informative content and FAQ's on all of Axsy's products	✔	✔
Technical Support
Service Hours	16 x 5	24 x 7
Contacting Axsy Case submission	Online	Online & Telephone
Defect Response Times Managing problems	Business stopping defects: 1 hour Business impacting defects: 4 hours	All business defects: 1 hour
Technical Assistance Response Times Responding to your queries	1 day	4 hours
Technical Assistance Coverage	Troubleshooting & Advice	Troubleshooting, Advice & Corrective Actions
Implementation Support Additional support services available to you during your initial implementation
Initial Org Setup Axsy's technical team setup your sandbox org ready for you to start using Axsy's mobile apps	✔	✔
Continuous Guidance Expert advice and guidance to support you during your implementation	✔	✔
Go Live Health Check Verification by Axsy's technical team that your org is ready to go live	✔	✔
Enhanced Go Live Health Check Invite the Axsy QA team to run functional and performance tests in your sandbox org		✔
Developer Support Call on an Axsy specialist to assist you with your setup and configuration when required		✔
Updates and Enhancements Early access to product updates
Product Updates Enrolment Keeping you advised of forthcoming Axsy product updates	✔	✔
Beta Software Early access to beta release product updates for your test and validation	✔	✔
Org Updates Performed by Axsy De-risking upgrades by having the Axsy technical team do the updates for you	✔	✔
Go Live Health Check Validating your andbox UAT environment prior to your production updates	✔	✔
Enhanced Go Live Health Check Invite the Axsy QA team to run functional and performance tests in your sandbox org		✔
Developer Support Call on an Axsy developer to assist you when required		✔
Account Management Working with you to prioritise solutions including support cases, performance improvements and more		✔