Support Contracts and Options

Our support options are described below:

FREE Support (Included with Purchase)

This support is ticketing-system support, and comes free (with a time limitation - usually 30 days) with your software purchase.

After your free support runs out (typically 30 days from purchase), you will no longer have access to Atrixware support staff, and will need to rely exclusively on the online resources available at our online support center, or, you can choose to purchase an annual support contract.

We also provide (at no charge) assistance with the activation of your software, although we do not provide license codes if you are outside your support dates (so save your original email with your license codes).

Note: For online/hosted systems and products, you always have free ticketing-system support that is included with your hosted system.

Per-Incident Support

This support option is no longer offered.

Annual Support Contract

As an annual support service subscriber, your submission is guaranteed a response, and has an SLA (service level agreement) of 1 business day or less (lately, we have been responding in about 20 to 30 minutes).

Typically, you will have someone working on your issue within an hour or less, but it may take up to one business day depending on time of day and current workload. We offer both online (ticketing system) and phone support contracts with the annual contracts.

When you are ready to purchase an annual contract, contact your account representative, or, call the sales department at 1.866.696.8709. They can give you pricing information based on the products you own.

For complete information on annual support contracts, click here.

 

Support Response Times and Guarantees

While we strive to provide the best service possible, it will not always be possible to service your request "immediately".

• We guarantee a response the same or next business day.
• Usually you will have a response within an hour.
• Support requests on the sales line are not permitted.

More often than not, a representative will respond to you within one hour during business hours. However, sometimes, it may take as much as one business day to respond. We respond to requests based on representative availability, priority code (based on your plan) and time ticket was submitted.

Also, please DO NOT use the "sales" line to ask for tech support. The sales representative will not be able to help you, so please use the tech support line, and only call the sales line if you have not had a response within the parameters described above