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Axeda's Standard Support includes the following features:
- Customer support. Technical support is available by telephone, email, or the Internet during normal business hours (Monday through Friday, 9:00 a.m. - 5:00 p.m. EST). Issues addressed include installation and set-up problems, usability and product functionality, problem diagnosis, and proposed workarounds where feasible.
- Axeda Care. With your permission, Axeda Customer Support can install an Axeda Agent on your Axeda ServiceLink system for proactive troubleshooting—it's what we call Axeda Care. Once installed, Axeda Care enables Axeda Customer Support to remotely access your Axeda ServiceLink system and automatically gather log and configuration files for faster issue diagnosis—helping to minimize downtime.
- Web access to information. You can find technical information, access bug information and patches, submit questions, and file problem reports on the Customer Care section of our Web site.
- E-mail notifications. Axeda Customer Support keeps you informed of useful technical information, such as new releases and technical bulletins.
- Product upgrades and maintenance. Product releases, patches, and fixes are available as part of the maintenance package.
- Designated support liaisons. Up to two trained customer employees can be designated as support liaisons to manage support calls.
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