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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 ServiceLink system.
Our recommended customer support best practices are based on four pillars, including:
- Technical support. Axeda's trained Customer Support engineers are available to answer your questions and help resolve problems. Axeda offers mutliple tiers of support so you can select the level to match your business requirements. 24x7 support is available for Gold customers.
- 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. It's our way of providing you with a little extra care.
- High-availability architecture. Axeda software can be configured in a high-availability architecture that uses redundancy and failover to ensure maximum uptime.
- Training for first responders. As part our implementation services, we offer training classes in ServiceLink administration to your internal support staff to handle system administration, performance optimization, and basic troubleshooting.
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