Your AxonIQ Package can include two types of support:
Developer Support (for design & development questions) via a dedicated Slack channel or email. The developer support is restricted to a number of contacts acquired via the subscription. AxonIQ will not provide Developer Support with an SLA, but on the basis of best effort.
Production Support for Axon Server Enterprise and the Axon Data Protection Module, which will be provided in accordance with the Service Level Agreement (SLA) in your purchased Axon Package
Note that Production Support cannot be triggered via the Slack channel. The Slack channel can be used to communicate during the resolution of a production issue, but remember to always start by entering a ticket in the AxonIQ support system by following the below procedure.
Severity Levels and Response Times
SEVERITY LEVELS. AXONIQ uses the following severity levels for Incidents:
SEVERITY 1: Critical Business Impact. The production use of the Software is stopped or so severely impacted that the LICENSEE cannot reasonably continue working. This severity is not applicable to the Non-Production and Development environments.
SEVERITY 2: Significant Business Impact. Important features of the Software are unavailable with no acceptable workaround. The implementation of production use of the Software is continuing, however, there is a serious impact on the LICENSEE's productivity and/or service levels. This severity is not applicable to the Non-Production and Development environments.
SEVERITY 3: Some Business Impact. Important features of the Software are unavailable but a workaround is available, or less significant features of the Software are unavailable with no reasonable workaround. LICENSEE's work, regardless of the environment or product usage, has minor loss of operational functionality or implementation resources. This severity is not applicable to the Development environment.
SEVERITY 4: Minimum Business Impact. LICENSEE requests information, an enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software. The implementation or production use of the Software is continuing and there is no work being impeded at the time. AXONIQ will consider enhancements for inclusion in a subsequent Update. This severity is applicable to all environments where the Incident is occurring.
AXONIQ will determine the severity based on the information provided by the LICENSEE and may adjust the severity of registered Incidents if deemed necessary.
PLANNED DOWNTIME AND SCHEDULED WORK. Requests for reserved availability during LICENSEE’s planned downtime or scheduled work is not included in Support. LICENSEE can either register Incidents as they occur during the planned work, or request dedicated resources, sufficiently in advance, as regular consultancy. If Severity 1 or 2 Incidents were determined to be directly caused by (planned) activities of the LICENSEE, outside of the Software’s intended usage, AXONIQ may charge the resolution costs to LICENSEE.
RESPONSE TIMES. Support will be provided in accordance with the response times specified in the table below. For Severity 1 and Severity 2 Incidents, AXONIQ has an on-call team that will work on the Incident until an acceptable workaround is achieved, allowing it to be reduced to Severity 3 or 4 and passed on to regular support staff.
- REGULAR BUSINESS HOURS refers to 09:00 to 17:00 (Central European Time), Monday through Friday (inclusive), excluding public holidays in the Netherlands.
- EXTENDED BUSINESS HOURS refers to 09:00 to 22:00 (Central European Time), Monday through Friday (inclusive), excluding public holidays in the Netherlands.
- STANDBY HOURS refers to 00:00 to 23:59 (Central European Time), Monday through Sunday (inclusive).
LICENSEE with Starter Growth Package is not entitled to the Production and Non-Production use of the Software. Any open tickets with Severity 1, 2 or 3 by LICENSEE with Starter Growth Package will be assigned to Severity 4.
RESOLUTION TIME CONSIDERATIONS. LICENSEE acknowledges that the time required for resolution of Incidents may vary depending on the specific circumstances of each Incident, including but not limited to: the nature of the Incident, the extent and accuracy of information available about the Incident, and the level of LICENSEE’s cooperation and responsiveness in providing materials. AXONIQ may also, in its discretion, reach out to LICENSEE proactively to offer onboarding support and other forms of assistance in LICENSEE’s use of the Software.
RESOLUTION PERSONNEL. LICENSEE is responsible for ensuring that its personnel that interact with AXONIQ have sufficient language and technical skills, have a baseline understanding of the Software, and respond to and cooperate with AXONIQ in a timely manner in connection to requests for Support. LICENSEE agrees to use reasonable efforts to: (i) attempt to solve the problem and to utilize sufficient resources to clearly understand that a problem exists before consulting AXONIQ; (ii) provide AXONIQ with sufficient information and technical data in order for AXONIQ to establish that a potential problem is not the kind of problem that is an exclusion from Support; (iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by AXONIQ to adequately address the potential problem; (iv) make reasonable attempts to resolve the problem as suggested by AXONIQ. If any of the above conditions is not met, AXONIQ may charge the extra time involved with the resolution to LICENSEE.
RESOLUTION CONDITIONS. AXONIQ will have no obligation to provide Support to LICENSEE in the event that (i) the purchased Software has been changed, modified or damaged by LICENSEE or anyone other than AXONIQ, (ii) the problem is caused by LICENSEE’s negligence, misconduct, or misuse of the Software, or other causes beyond the reasonable control of AXONIQ, (iii) the problem is due to third party software not included in the Software’s distribution. Support provided by AXONIQ does not cover the support of any third party software not part of the Software’s distribution or hardware which integrates with AXONIQ’s Software. In addition, Support does not include the following: (a) LICENSEE’s failure to comply with operating instructions contained in the documentation; and (b) installation, configuration, management and operation of LICENSEE’s infrastructure. LICENSEE is subject to additional fees charged by AXONIQ for the time and manpower allocated to the resolutions of these Incidents.