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Axio Support Policy
Last Updated: December 18th, 2023
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 access Axio Support directly from the Axio360 platform, or email [email protected]. For a Priority 1 issue or case escalation, please indicate in the support email 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 emailing support. Please provide the following information when contacting support:
- 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 8am to 5pm EST, Monday to Friday not including US holidays, except for Priority 1 issues, which we will respond to from 8am to 8pm EST 5 days a week. 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 | Examples |
|---|---|---|
| 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. | - Multiple users are unable to log into 360.axio.com despite having tried resetting passwords and other troubleshooting steps. - Users unable to login to platform due to multi-factor authentication issues. - Forgot password is not working. - Login or Forgot password Verification code is not being received. |
| 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. | - After logging in, when you select an Assessment, you do not see charts associated with the assessment, and/or cannot get to the Assessment Details. - After logging in, you’re unable to share an assessment that you own. - Self-registration is not working. - Unable to see content specific to customer’s company. |
| 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. | While entering a formula in an impact of a Cyber Quantification Event, the formula gives an error. |
| 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. | - Request for new general product functionality. - Documentation errors - Cosmetic errors - Customers not following steps to self-register. |
Response Times
These are initial response times from support, not resolution times of the issue.
| Priority Level | Free | Paid | Premium |
|---|---|---|---|
| P1 | No SLA offered - responded to in order received. | Within 2 hours | Within 1 hour |
| P2 | No SLA offered - responded to in order received. | Within 8 hours | Within 4 hours |
| P3 | No SLA offered - responded to in order received. | Within 48 hours | Within 24 hours |
| P4 | No SLA offered - responded to in order received. | Axio Support will respond within 1 week about whether the feature is being considered, and then close the ticket if it is not being considered. Axio will consider feature requests by evaluating these against other priorities, reviewing how many other customers are asking for same features, positive revenue impact and level of effort and cost including opportunity cost of these features, and respond to customers within 4 weeks on the timeframe expected for these features to be added. | See information under Paid column. |
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.
Escalation Procedures
Every issue is tracked from the time you contact us until we mutually agree that the issue has been resolved. Based on the priority of an issue, Axio Support escalates customer cases through our organization to ensure your business-critical issues receive a quick resolution. If you are not satisfied with the responsiveness of our Support staff, the issue can be escalated by reaching out to [email protected], which will get to our VP of Support, or by reaching out to your Axio account executive.
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 (24 hours) 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.