Support Contracts and Options
Atrixware has two core levels of support: Standard (free), and Premium (cost) based.
FREE Support
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 one of the fee-based support services.
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).
Per-Incident Support |
This support is offered on a per-incident basis. If you do not have a support plan in place, but require support on a single issue, this per-incident support is the option you will need to use.
Per-incident support is limited to a single specific incident, and covers up to one hour of assistance from an Atrixware support technician. Prices vary based on the product you have.
The SLA on an incident is 1 business day or less. 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.
Annual Support Contract |
As an annual support service subscriber, your submission is automatically prioritized above all other requests. The SLA on an incident is 1 business day or less. 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. 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
