Effective and efficient fault clearance is the key to savings in both - time and money. With Axiros 3^rd level support services customer application issues are managed and solved methodically.

Axiros offers two models of Support Services – Axiros 3^rd level basic support and Axiros 3^rd level extended support.

Axiros 3^rd Level Fault Clearance Basic Support

Customer can obtain Axiros 3^rd level support 8 hours a day and 5 days a week via phone or ticket system, with basic service level agreed reaction- and solution-times.

  Basic 3^rd Level support specification

• Period of Service: 8hx5d during office hours except public bank holidays
• Guaranteed Reaction Time: Within 4 h after call and ticket registration
• Supporter Qualification: Axiros Senior Development Engineer
• Scope of Service: Effective Fault Clearance

Axiros 3^rd Level Fault Clearance Extended Support

Customer can obtain Axiros 3rd level support 24h*7d via phone or ticket system with extended service level agreed reaction- and solution times.

  Extended 3^rd Level Support Specification

• Period of Service: 24hx7d
• Guaranteed Reactiontime: Within 1 h after call and ticket registration
• Supporter Qualification: Axiros Senior Development Engineer
• Scope of Service: Effective Fault Clearance
• Add-On: Personal coaching of planned maintenance activities outside office hours (e.g. coaching of regular customer mantenance windows at 4am) at regular man-day rate without markup

Lasting Advantage for Axiros Customers

• Reduces the time necessary to solve issues
• Safeguards OpEx costs through size-as-you-need model
• Safeguards CapEx costs through pay-as-you-grow model
• Lasting fault clearance – do the right thing once and do it well!