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Product Support gives you access to Support Engineers who are knowledgeable, responsive, highly-skilled, and assist you in quickly identifying and resolving issues. Our Support Engineers understand your organizational data flows and how to ensure they continue to flow smoothly throughout your infrastructure and trading ecosystem. Axway Product Support helps reduce downtime, increase operational efficiency, lower overall product lifecycle costs, improve application availability and promote product utilization. Varied support level offerings let you choose what’s right for your business, and ensure that your organization remains “powered by Axway” in a smooth and seamless way.

Choose from three levels of Axway Support to best match your company’s needs.

eSupport

eSupport is our first level support and is an entry-level offering for EndPoint Solutions. eSupport requests are submitted through Sphere, Axway’s Online Support Center.  eSupport subscribers have unlimited access to our online knowledge base, documentation and discussion forums.

Premier

Premier support is a 24-hour/365-day (24x365) support level that offers phone support for Severity 1 problems, such as production outages, as well as accelerated support via phone/web/email during business hours for other issues.

Mission Critical

Mission-Critical support provides unlimited phone, web and email support all day, every day, from a designated Mission Critical Team of Senior Support Engineers. Additionally, when you subscribe to this level of service, a Critical Account Manager is assigned to your organization providing you:

  • Regular and ad-hoc reporting
  • Status conference calls
  • 24-hour/365-day (24x365) support regardless of severity
  • Initial assessment of backup/restore procedures and network topology
  • Triage for situations requiring managerial escalations
  • Diagnostic tool installation assistance
  • Production environment documentation
  • 3 on-site care visits per year as needed
  • Annual on-site care visit by your Critical Account Manager

Mission Critical Support governs access, routing and remediation of your incidents to guarantee that interactions happen as expected, even when people, devices, and infrastructure are outside your data center’s control, all with the singular goal of helping to resolve your technical issues quickly.

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