Notes:

  1. Customer is responsible for: i) all end-user interactions; and ii) providing tier-1 support including resolutions to common problems (including but not limited to resolving problems relating to mobile devices, internet connectivity, logging-in problems and normal usage of Axsy Products as described in Axsy’s Knowledge Base and FAQ’s)
  2. Axsy is responsible for: i) providing customer’s tier-1 support team members with access to Axsy’s online Service Desk, Knowledge Base and FAQ content; and ii) providing tier-2 Support Services to customers tier-1 support team
  3. Axsy Support Services means defect management and service assistance relating to Axsy’s products
  4. Defects may be reported at any time, Response Times are measured from Axsy Service Desk timestamps for defects reported online or time of phone call to the Axsy Service Desk team
  5. 12 x 5 Response Time coverage means 08:00—20:00 Monday—Friday UK, excluding UK national holidays
  6. Defect confirmation will be made by Axsy after assessment of available information, additional information may be requested to assist Axsy in reproducing and diagnosing defects
  7. Defects shall be categorised in accordance with the Severity definitions above
  8. Resolution Times shall be measured from the time defects are confirmed by Axsy and apply to defects exclusively under Axsy’s control
  9. Resolution Times due to defects partially attributable to 3rd parties (including Salesforce, Apple, Google) shall be resolved or worked around on a reasonable endeavours basis and every effort made to achieve the Resolution Times
  10. Axsy may at its discretion provide a workaround prior to a permanent resolution to achieve the Resolution Times.



Notes:

  1. Customer is responsible for: i) all end-user interactions; and ii) providing tier-1 support including resolutions to common problems (including but not limited to resolving problems relating to mobile devices, internet connectivity, logging-in problems and normal usage of Axsy Products as described in Axsy’s Knowledge Base and FAQ’s)
  2. Axsy is responsible for: i) providing customer’s tier-1 support team members with access to Axsy’s online Service Desk, Knowledge Base and FAQ content; and ii) providing tier-2 Support Services to customers tier-1 support team
  3. Axsy Support Services means defect management and service assistance relating to Axsy’s products
  4. Defects may be reported at any time, Response Times are measured from Axsy Service Desk timestamps for defects reported online or time of phone call to the Axsy Service Desk team
  5. Defect confirmation will be made by Axsy after assessment of available information, additional information may be requested to assist Axsy in reproducing and diagnosing defects
  6. Defects shall be categorised in accordance with the Severity definitions above
  7. Resolution Times shall be measured from the time defects are confirmed by Axsy and apply to defects exclusively under Axsy’s control
  8. Resolution Times due to defects partially attributable to 3rd parties (including Salesforce, Apple, Google) shall be resolved or worked around on a reasonable endeavours basis and every effort made to achieve the Resolution Times
  9. Axsy may at its discretion provide a workaround prior to a permanent resolution to achieve the Resolution Times.