Support Policy

We believe that support is a core component of your investment. As a result, our success is measured purely on your satisfaction. We do whatever it takes to provide timely and effective resolution to customer support requests.

Free Support is available through our Community Forum.

Paid Support can be obtained through our Help Desk system. Customers can initiate the support process by setting up a support ticket. Internal and external workflow notifications keep everyone on track and informed as to the status of the support request.

To help us handle requests efficiently, we promptly review all incidents that are reported and assign a severity level to the incident. The severity level relates to the impact that the incident has on the customer's ability to use the product. The severity level will also determine the priority in which an incident is handled, and escalated, through the Adxstudio support team.

Severity Levels
While each and every client is important to us, support requests are prioritized based on their Severity Level and the order in which they are received.

Level 1: Urgent (system crash)
Product is not able to run in a production environment and there is no workaround for the problem.

Level 2: High (major corruption)
The usability of the application is severely restricted in a production environment and there is no workaround for the problem

Level 3: Medium (workaround available)
The usability of the application is somewhat restricted in a production environment and there is a workaround for the problem

Level 4: Low (cosmetic, enhancement or inquiry)
The usability of the application is not restricted, there is a workaround for the problem, or the customer has a suggestion for an enhancement to the product.

Escalation Levels

Level 1: Technical Support
Opens support ticket and attempts to resolve the support issue.

Level 2: Escalation Team
A senior support member troubleshoots the support issue.

Level 3: Product Development Team
A product developer with a detailed knowledge of the inner workings of the application is engaged.