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 day | 1 day |
Response times above apply to live production systems only.