Technical Support Packages
- 17 Apr 2023
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Technical Support Packages
- Updated on 17 Apr 2023
- 2 Minutes to read
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There are four levels of support available:
- Standard support: Included in all Axiad Cloud packages.
- Premium support: Adds 24x7 technical support to the Standard support package.
- Hypercare support: A premium support package for all Axiad Cloud packages.
- Hypercare+ support: Our most comprehensive support package for Passwordless Orchestration and PKIaaS package customers.
Support Services
- √ : The service is included in the specified package.
- Blank column: The service is not included in the specified package.
| Service | Description | Standard Support | Premium Support | Hypercare Support | Hypercare+ Support |
|---|---|---|---|---|---|
| Automatic Cloud configuration updates | Centrally manage your identity devices in our comprehensive, secure, and efficient authentication platform, and receive automatic updates to Axiad Cloud's Unified Portal every release. | √ | √ | √ | √ |
| Quarterly meeting with Customer Success Engineer | Meet with a Customer Success Engineer once per quarter. | √ | √ | √ | √ |
| Knowledge Center access | Self-service training and technical guidance. | √ | √ | √ | √ |
| Quarterly training webcast | Access to Axiad's quarterly training webcast. | √ | √ | √ | √ |
| Standard Technical Support | Access to Axiad's team of technical support agents Monday - Friday, 8am PST - 5pm PST. | √ | |||
| 24*7 Technical Support | Access to Axiad's team of technical support 24 hours a day, seven days a week. | √ | √ | √ | |
| Technical Support Engineer | A dedicated Technical Support Engineer for your organization. | √ | √ | ||
| OnPrem Feature Assistance | Assistance with the maintenance and configuration of Axiad's OnPrem features such as the CA agent, AirLock, WebPCSC, the Axiad Portal Extension, and more. | √ | √ | ||
| Monthly meeting with Customer Success Engineer | Meet with a Customer Success Engineer once per month. | √ | √ | ||
| Enablement Assistance | Receive enablement sessions for multiple services such as Windows Secure Logon for MFA. Windows/Mac/Linux Secure Logon for PKI, Application MFA or CBA, Unified Portal SSO, Certificate assistance, and more. | √ up to 3 sessions | √ up to 6 sessions | ||
| Axiad Cloud Test Instance | Access a test cloud specific to your organization to use for your own testing use cases and upcoming release functionality testing and change management. | √ up to 120 hours of access per month | √ unlimited number of hours of access | ||
| Pre-release Access | When available, access pre-release versions of Axiad software. | √ | √ includes testing assistance with the Axiad Customer Success team | ||
| Interface with 3rd Party Vendors | Axiad will configure and troubleshoot third-party vendors on behalf of your organization to remove friction points. | √ | |||
| Tailored "Requirements Workshops" | Meet with Axiad to discuss your organization's requirements as your security needs evolve . Meet with the Axiad team for expert guidance and recommendations for your organization's evolving security needs. | √ | |||
| Device Rollout Assistance | Assistance with the organization-wide deployment and enrollment of your identity devices (such as Smart Cards or Yubikeys). | √ | |||
| Quarterly Q&A Session | Once per quarter, meet with a Subject Matter Access and a member of Axiad's Product Management team for a Q&A session. | √ | |||
| Additional Technical Assistance | Receive up to 100 additional Technical Assistance hours. | √ | |||
| Troubleshooting Assistance | Meet with a dedicated Subject Matter Expert to troubleshoot any issues your organization may experience. | √ |
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