ResultsSupport 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. Support can be obtained using any one of the following methods:
To help us handle calls efficiently, we will promptly review all incidents reported, and assign a severity level to the incident. The severity level relates to the impact the incident has on the customer's ability to use the product. The severity level will determine the priority in which an incident is handled and escalated through the support team. |
While each and every client is important to ADXSTUDIO, support requests are prioritized based on their Severity Level and the order in which they are received.
Level 1: Urgent (system crash)
- Product 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 no 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
- The customer has a suggestion for an enhancement to the product
Level 1: Technical Support
- Opens support tickets
- Attempts to resolve support issues
Level 2: Escalation Team
- Troubleshoot support issues
- Specialists in the product
Level 3: Product Development Team
- Product developers
- Detailed knowledge of inner workings of the application
