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 day | 2 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 hours | 4 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 days | 1 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 day | 2 hours | |