Response Times

Operational (live) Support Services

Support for Axsy GA Products used for business purposes.



Response Times
Support PlanStandardPremierSignature
Service Hours8 x 516 x 524 x 7
Category

Business Stopping

Defect in an Axsy product that completely stops the Axsy product being used

4 hours1 hour1 hour

Business Impacting (Major)

Defect in an Axsy product affecting greater than 50% of Your end-users

1 day4 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 days1 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 days1 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 PlanStandardPremierSignature
Service Hours8 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