Response Times

Operational (live) Support Services

Support for Axsy GA Products used for business purposes



Response Times
Support Plan
Standard
Premier
Signature
Service Hours
8 x 5
16 x 5
24 x 7
Category 
Business Stopping
Defect in an Axsy product that completely stops the Axsy product being used
4 hours
1 hour
1 hour
Business Impacting (Major)
Defect in an Axsy product affecting greater than 50% of Your end-users
1 day
4 hours
Business Impacting (Minor)
Defect in an Axsy product affecting less than 50% of Your end-users
Trivial
Defect that can be tolerated, including but not limited to cosmetic defects, translation, spelling and grammatical errors
2 days
1 day
Information Enquiries
Non-Defect related assistance, including but not limited to confirming normal operation of Axsy products or providing assistance not covered in Knowledge Base, FAQ or troubleshooting articles
2 days
1 day2 hours



Implementation and Beta Test Support

Support for Axsy GA and Beta Products used during Your project implementation and Axsy Beta Products used for test and validation purposes by your development team.



Response Times
Support Plan
Standard
Premier
Signature
Service Hours
8 x 5
Category 
Severity 1 – Test Blocking
Defect in an Axsy product that completely stops the Axsy product being used
2 days
4 hours4 hours
Severity 2 – Major Impact on Testing
Defect having a significant impact on Your testing
1 day
Severity 3 – Minor Impact on Testing
Defect having a minor impact on Your testing
Severity 4 – Trivial
Defect that can be tolerated, including but not limited to cosmetic defects, translation, spelling and grammatical errors
2 days1 day
Information Enquiries
Non-Defect related assistance, e.g., confirming normal operation of Axsy products or providing assistance not covered in Knowledge Base, FAQ or troubleshooting articles
1 day2 hours