Axeda Customer Support extends your team by providing access to our highly skilled, highly trained Axeda product experts. Your investment provides you with immediate access to product updates and new releases as they become available, keeping your connected product initiatives on the right track. With a qualified staff with years of collective experience in supporting customers, we have the services, processes, technology, and expertise to assist keeping your M2M solution running smoothly.


With an Axeda On-Demand subscription, you have access to the Axeda Support Service components below:

  • Phone and e-mail response Monday through Friday between 8:00 a.m. and 8:00 p.m. Eastern Time, excluding major U.S.A. holidays
  • Access to a Web-based customer portal containing knowledgebase and case management resources
  • Initial inquiry response target based on the severity of the issue


Support Plan Components

Support Hours of Operation

Monday – Friday from 8:00 a.m. - 8:00 p.m. U.S. Eastern Time (major U.S.A. holidays excluded)

Live Phone Support

During hours of operation for non-Urgent issues (24x7x365 for Urgent problems)

Support via Email

During hours of operation

Web-Based Customer Portal


Initial Response Time SLA


Software and Documentation Maintenance/Updates


Knowledgebase Access


Service Notifications and Advisories




Axeda Customer Support works to deliver the highest standard of professional technical support services to ensure the maximum uptime and top performance of your Axeda system. When you purchase an Axeda On-Demand license, you will have access to Axeda Customer Support services. Our Customer Support center is staffed by teams of experienced technical support engineers, trained in resolving your support issues and providing prompt, accurate, and quality service.


Important Notices

Read this important message about upgrade requirements and timelines for transitioning Axeda Enterprise Server, Global Access Server (GAS), Policy Server, and Questra TotalAccess Server from SHA-1 to SHA-2 signed SSL domain certificate deployments.


Axeda Customer Support Portal

To access the Axeda Customer Support Portal, enter your user name and password into the log-in form below. We have recently combined portals and log-in forms to one to provide our customers with the best user experience possible. If you've forgotten your password, simply click Forgot your password.

Axeda Customer Portal Login