Definitions

Support definitions used elsewhere in this section are listed below.

  • Level 1 Support means the support service provided by You for Your end-users, including:
    • Providing resolutions to common problems for your end-users, including but not limited to:
      • Resolving problems relating to mobile devices
      • Internet connectivity
      • Log-in problems
      • Normal usage of Axsy products as described in Axsy’s Knowledge Base, FAQ’s and Troubleshooting articles
    • Gathering symptomatic information relating to Defects with Axsy GA Products, analysing this information and identifying underlying problems
    • Requesting Technical Assistance from Axsy’s Level 2 Support team for additional information not available in Axsy’s Knowledge Base, FAQ’s or Troubleshooting articles
    • Reporting Defects to Axsy’s Level 2 Support team, following Axsy’s guidance article via Your Support Portal
  • Level 2 Support means the support services provided by Axsy, including Defect Management and Technical Assistance to:
    • Your Level 1 Support team during Your use of Axsy GA Products
    • Your development team during Your use of Axsy Beta Products 
  • Authorised Portal User means users setup by Axsy on Your Support Portal using details provided by You including:
    • Email address
    • First name and last name
    • Telephone number (optional)
  • Axsy Beta Products means
    • Axsy iOS, Android and Windows mobile apps provided to You by Axsy for pre-production test and validation purposes
    • Access to Axsy managed packages provided to You by Axsy for pre-production test and validation purposes  
  • Axsy General Availability (GA) Products means
    • The Axsy iOS, Android and Windows mobile apps currently available on the Apple App Store, Google Play Store and Windows App Store respectively
    • The currently available Axsy managed package provided to You by Axsy
  • Defect means a fault that prevents an Axsy product or a component of an Axsy product from functioning in accordance with the manner it was designed for
  • Defect Confirmation means acknowledgement by Axsy that a Defect is present in an Axsy GA Product or in an Axsy Beta Product
  • Defect Management means the management and resolution of Defects either by a Fix or a Workaround
  • Fix means a permanent resolution to a Defect
  • Information Enquiries means additional information relating to Axsy products not available in Axsy's knowledge articles, FAQ's or troubleshooting guides
  • Investigation means the duration, commencing from the Response Time and concluding when a Resolution is determined, during which time, Axsy with Your assistance:
    • Studies information relating to a Defect reported by You and, if required, requests further information relating to the Defect
    • Performs the steps to reproduce the Defect based on information and system access provided by You
    • Determines if a Defect exists in an Axsy Beta Product or an Axsy GA Product
    • Determines a Resolution


An Investigation has no fixed duration, all reasonable efforts are made to conclude an Investigation as quickly as possible.


  • Resolution means the approach taken by Axsy to resolve a Defect after Investigation either by a Workaround or a Fix
  • Response Time means the time for Axsy Level 2 Support team to provide a first response or acknowledgement to a case raised by Your Level 1 Support team or development team during the Service Hours
  • Service Hours means:
    • 8 x 5      09:00—17:00 UK local time, Monday—Friday, excluding UK national holidays
    • 16 x 5    08:00—00:00 UK local time, Monday—Friday, excluding UK national holidays
    • 24 x 7    00:00—23:59 Monday—Sunday
  • Support Portal means a web service portal provided to You by Axsy for use by Your Authorised Portal Users, who will have access to knowledge articles, FAQ's and troubleshooting guides and will be able to report Defects and request Technical Assistance via the Support Portal
  • You means a customer that has a current subscription agreement with Axsy
  • Your means customer employees or authorised representatives (e.g., employees from your systems integration company)
  • Workaround means a convenient temporary solution to resolve or mitigate a Defect