Provision of Support
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Axel IT’s Technical Assistance Center provides remote support services for software applications and hardware appliances from its major partners.
Technical assistance allows our customer to access IT Axel's intervention centers. Engineers work with your IT team to provide advice and guidance, diagnose and solve problems, identify the software's shortcomings, and provide appropriated patches.
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 Context
Axel IT works on the following topics to its major partners:
 Technical training and official course materials
Products integration
Preventive and curative maintenance
Moreover, as an official support partner, Axel IT is authorized to directly distribute and renew existing support contracts.
Axel IT support? What is it?
A dedicated support organization.
The selection (by the publisher / manufacturer) of privileged partners for the management of support solutions.
The guarantee to find:
- An incident management process suited to the incidents.
- A single interlocutor aware of the outlines of your platform solution.
- 2 certified support engineers on each product in maintenance.
- A dedicated support center.
Demonstration of access to the helpdesk
Circuit Support
Official manufacturer contract allowing access to the vendor support services , patches and knowledge databases.
Privileged, fast routed access to Level 3 support team.
Optimized technical and business escalation.
Advantages of this Service
Increase focus of your IT resources over their main tasks and priorities.
Improve system performance and reduce time to repair (MTTR).
Speed troubleshooting skills through trained technical resources.
RTS : the "Ready To Solve" policy to clients whose products and perimeter is known to our TAC: people, project documentation, product, version, environment, staff who supported integration, documentation
SPOC : 1 project = 1 speaker, a "Single Point Of Contact" for all your project needs. Reduce the number of entry points to make communication easier and clarify the responsibilities
Optional support: : In addition to the traditional support contract, we offer optional evolutive care services:
- Technical assistance
- Custom tools and reporting
- Preventive maintenance
- Technical advice
- Added Features
- Presentation of roadmaps, new features and changes
Main features of the service
Electronic access to information and support services
Access to technical resources
Analysis and Troubleshooting
Feedback and escalation
Assistance related to the software parameters and operations
Problem tracking and isolation
Remote access
Coverage hours: standard working hours, standard business days: Service is available from 9:00 to 17:00 CET, Monday through Friday, excluding holidays.
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