Response Times
Operational (live) Support Services
Support for Axsy GA Products used for business purposes.
| Response Times | ||
| Support Plan | Premier | Signature |
| Service Hours | 16 x 5 | 24 x 7 |
| Category | ||
Business Stopping Defect in an Axsy product that completely stops the Axsy product being used | 1 hour | 1 hour |
Business Impacting (Major) Defect in an Axsy product affecting greater than 50% of Your end-users | 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 | 1 day | 4 hours |
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 | ||