In this article:
Axio Support Policy
Last Updated: December 18, 2024
How to Contact Axio Support
The Axio Support team provides knowledgeable and timely responses to your service requests. Online and email-based support is available, with phone support provided if needed, to all customers as part of our commitment to ensure your success using Axio solutions.
You may contact Axio Support directly at support.axio.com For a Priority 1 issue or case escalation, please indicate in the subject that this is a priority 1.
Customers contacting Axio Support must be listed on their organization’s account in addition to providing their account domain name (e.g., acme.com) when contacting support. Please provide the following information:
- Company Name
- Contact Name
- Contact phone number
- Module within Axio360
- Detailed description of the problem
Axio Support Languages
Support is provided remotely and does not include on-site assistance. Support is provided by email, phone, remote sessions, case comments and updates or email. Our primary support language is English.
Support Service Level Agreements (SLAs)
The Axio Support Team understands that you require a timely response to your requests. Our Support hours are 9am to 5pm EST, Monday to Friday not including US holidays. The following table defines the different priority levels, their descriptions, and the guaranteed response time for each level of support.
Priority Level Definitions
| Priority Level | Definition |
|---|---|
| P1 | Production server(s) or other mission-critical system(s) are down, with users being unable to log in, and no workaround is immediately available. |
| P2 | Functionality is severely impaired While users can log in, functionality of Axio360 is severely impaired. Operations can continue in a very restricted fashion, with productivity significantly adversely affected. An urgent workaround is required. |
| P3 | Partial, non-critical loss of functionality A problem that involves partial, non- critical loss of use of the software for production or development purposes. |
| P4 | Feature request or Minor errors There is no impact on the customer except that they would like a feature added to the system or have noticed a minor error. |
Response Times
These are initial response times from support, not resolution times of the issue.
| Priority Level | Free | Paid |
|---|---|---|
| P1 | No SLA offered - responded to in order received. | Within 8 hours |
| P2 | No SLA offered - responded to in order received. | Within 24 hours |
| P3 | No SLA offered - responded to in order received. | Within 48 hours |
| P4 | No SLA offered - responded to in order received. | Within 48 hours |
Case Closure
Axio Technical Support is committed to resolving all technical support inquiries in a timely and satisfactory manner. Due to the communicative nature of the troubleshooting process, it is necessary for the technical support engineer and the customer to participate in the process. When a support engineer or customer relations representative cannot successfully reach a customer via email or phone either when questions are asked, or when a solution is provided after three (3) attempts (both email and phone) over a minimum of three (3) business days or the customer has not notified Axio of an out of office situation the case will be closed. Customers can contact Axio support within ten business days and have the case re-opened.
Re-Opening a Closed Case
If the same issue occurs within ten (10) business days, the case can be re-open by calling Axio support and referencing the original case number. In these instances, the case will be assigned to the same representative or escalated if required.
Normal case closure occurs when:
- The customer reports the issue is resolved and the case can be closed.
- Customer reports they no longer have the problem and agrees to close the case.
- An acceptable workaround has been provided.
Scope of Support
The Axio support agreement is limited to investigating Axio product behavior to determine any of the following:
- Answer questions related to product features, options, and limitations.
- Isolate, document, and find workarounds for reported software defects.
- Work with the engineering team to provide product fixes.
- Supply customers with general advice and best practices information regarding Axio products.
While Axio products work with third-party systems, such as ServiceNow, etc., we recommend customers have a support contract with such vendors. Axio Technical Support will provide best effort when working with third-party software.
Activities such as, but not limited to, assistance with setup and configuration or customization of 3rd party products integrated with Axio360 are also not covered under this agreement.
Product & Support Lifecycle Policies
The Axio Product and System Support Lifecycle Policies are designed to provide customers with a clear understanding of the type and duration of support they can expect for licensed Axio solutions. We continually monitor customer needs and review industry advancements to focus our attention on providing quality service. Axio360 is a SaaS offering that is updated uniformly for all customers, there is no need or possibility of supporting older versions of the platform. All Axio customers are by default on the latest version of the platform.
Axio Cloud Service Maintenance
Axio performs occasional platform updates after 9pm ET or on weekends. In cases where this will impact customers adversely, we will notify customers in advance of this maintenance via email (and via notifications in the product in future iterations of the product).
It may be necessary for Axio to perform Cloud Service Maintenance outside the specified timing for emergency fixes. In such cases, Axio will make every effort to notify customers in advance of these emergency fixes.
Due to evolving technology, updates and changes are periodically necessary to improve our reliability and uptime. Axio will take all necessary measures to avoid downtime.