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In addition to the Standard Support available from Axeda Customer Support, customers who purchase a Gold Level service agreement also receive:
- 24x7 customer support. Axeda Customer Support engineers are available to help you via phone or e-mail, day or night, every day of the week with problems related to a complete loss of service or a mission-critical system that is down or sufficiently impaired such that usability is severely affected.
- Fast initial response time. Axeda Customer Support engineers respond to all reported critical issues within one hour.
- Dedicated support account management. To create a closer partnership with our customers, a dedicated support engineer provides account reviews, monthly activity reports, and onsite visits.
- Additional designated support liaisons. Two additional trained customer employees can be designated as support liaisons (total of up to four) to manage support calls.
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