At our core, we believe that to provide a Complete Data Protection Platform, our best-in-class technology must be matched by best-in-class support. We are in the service business together with our partners. Call, Write, Live Chat – whatever your preference – we are here to serve you.

Remote Diagnostics
We have integrated remote diagnostics and system health monitoring right into the Platform, allowing permission-based assistance very quickly. Axcient is constantly monitoring the health of the entire network to ensure quality of service.

System Maintenance
We will perform maintenance, such as software updates, to installed appliances. During these maintenance activities all normal activity on the appliance will be suspended. The maintenance window is from 10:00AM – 2:00PM on the 2nd Tuesday of each month. Other times might be required and will be scheduled in advance.

Authorized Contacts
We require that all requests for technical assistance be made by an authorized contact. By assigning authorized contacts ensures that any changes made take into consideration the customer’s full IT needs. Authorized contacts must have sufficient technical expertise, training and/or experience to follow the advice and process provided by our support staff while taking into consideration other operational considerations with their customer’s infrastructure.

Severity Levels
We assign severity levels to cases created, and responds based on severity. Descriptions of the severity levels, examples, and response times are:

High – Problems that cause critical impact to the business function and/or appliance operation. Appliance is down, or in an out of space condition. Axcient will respond in no more than four (4) business hours.

Normal – Problems causing degradation of service resulting in impact to business function and/or customer (default for most issues). Axcient will respond in no more than eight (8)  business hours.

Low – Problems causing low impact to the business function and/or customer.  Requires timely resolution to minimize future impacts Feature requests, scheduled activities, “how to.” Axcient will respond in no more than 12 business hours.

The goal of support is to provide a resolution to a submitted issue with the first response. There are instances where additional information may be required to isolate a resolution.

E-mail Support
E-mail inquires should be sent to support@axcient.com. When sending e-mail requests please include a detailed description of the issue, any error messages, and steps to reproduce the issue.
Upon receipt of your e-mail by Axcient, we will send a confirmation e-mail containing a Case number.

Telephone Support
We provide telephone support during the hours of 6:00AM to 5:00PM Pacific Time, Monday through Friday. (800) 715-2339, and selection option 2.Before calling Axcient customer support a “best effort” to resolve the problem, and/or trouble- shooting should be completed. This level of preliminary trouble-shooting will enable Axcient to more quickly assist with the issue.

Observed Holidays
Axcient observes the following holidays. All support activity may be reduced on these days.

• New Years Eve & Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Eve & Day
• Christmas Eve & Day

• Maintains a constant Internet connection via a DSL 128kbs, or better, connection. The cost for this connectivity is the sole responsibility of the customer.

• Custom software development or modifications to the Axcient’s Appliances.
• Training of applications or administrative functions via phone or e-mail.
• Training of 3rd party applications, hardware, or other non-Axcient services.