Response Times



Response Times
Support Plan
Standard
Premier
Signature
Service Hours
8 x 5
24 x 7
24 x 7
Category 
Business Stopping
Defect in an Axsy product that completely stops the Axsy product being used
24 hours
12 hours
12 hours
Business Impacting (Major)
Defect in an Axsy product affecting greater than 50% of Your end-users
24 hours
24 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
3 days
2 day
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
3 days
2 day1 day


Response times above apply to live production systems only.