Support Plan Summary
Plan → | Standard | Premier | Signature |
|---|---|---|---|
Pricing → | Included in Axsy licence fees | 30% 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 | 8 x 5 | 16 x 5 | 24 x 7 |
| Contacting Axsy Case submission | Online | Online | Online & Telephone |
| Defect Response Times Managing problems | 2 days | Business stopping defects: 1 hour Business impacting defects: 4 hours | All business defects: 1 hour |
| Technical Assistance Response Times Responding to your queries | 2 days | 1 day | 4 hours |
Technical Assistance Coverage | Advice | 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 | ✔ | ||