Premium Support Options For AXAEM

APPX Software, Inc. offers a full suite of professional support services for AXAEM to help you get your system up and running and to keep your system running smoothly.  And, when you need to upgrade or otherwise enhance your system, the staff at APPX Software, Inc. is ready to help you take your system to the next level with their expert consulting knowledge and skills.

AXAEM and APPX are two distinct products, each with their own unique support requirements.  Support Services for both products are available on a per-incident basis or through the purchase of an annual Prepaid Support Package.

Prepaid Support Packages

Choosing one of the Prepaid Support Packages is the best option for most organizations.  With the purchase of a Prepaid Support Package, you are assured that the expert APPX Support Staff is standing by, ready to help with any issues that you may encounter relating to the use and operation of AXAEM and APPX.  Prepaid support packages provide you with the assurance that priority assistance is readily available whenever issues arise thereby helping to ensure that your organization will operate as smoothly and efficiently as possible.

• AXAEM Gold support
  • Annual support plan
  • Includes priority support (2 hour response)
  • Unlimited technical support by telephone (toll free) or by e-mail for AXAEM and APPX
  • Annual Support Fee Schedule
    • $2,000 per customer
    • plus $500 per server
    • plus $100 per AXAEM user per year
    • plus $500 per AXAEM developer per year
  • 10% discount on all consulting services
  • Includes all new releases of APPX during the support period

• Prepaid Technical Support Incident Bundles
  • 10 Incident Bundle is available for $2,500
  • 5 Incident Bundle is available for $1,500
  • Prepaid Incident Bundles expire 6 months from the date of purchase
  • Technical support by telephone (toll free) or by e-mail for AXAEM and/or APPX.
  • Priority support (2 hour response)

Per-Incident Support Options

Per-incident support is suitable for those organizations that have expert trained support staff within their organization who are capable of dealing with the various issues that may arise during the day-to-day operation of AXAEM and APPX.  Organizations that opt for per-incident support can still obtain support from APPX Software, Inc. on an as-needed basis.  However, per-incident support is billed by the hour and is subject to a minimum charge for each support incident.

• Per-Incident AXAEM and APPX Support
  • Minimum charge of $500 per incident
  • Requires payment by credit card before support is provided
  • Non-priority support  (by end of next business day)
  • Telephone or e-mail
  • Includes up to two hours of assistance per incident
  • Standard consulting rates may apply after two hours
  • Available 8:00am to 6:00pm EST Monday thru Friday except for holidays

• Consulting Services
  • Planning
  • Data Migration
  • Systems Analysis and Design
  • Custom Programming
  • Installation of New Release & Upgrades
  • Training

 Pricing Examples:

Notes:

1. Technical Support is defined as answering specific questions and providing guidance relating to the normal use and operation of either AXAEM or APPX.  
2. A Technical Support Incident is defined as one instance of Technical Support relating to one specific issue.
3. Each per-incident technical support request is limited to two hours of assistance after which time standard consulting rates may apply.
4. Customer must identify at least one and not more than two individuals who are authorized to request technical support from APPX Software, Inc.  Only those previously identified individuals may initiate a technical support request.
5. Priority Support guarantees that a support technician will respond to your request within 2 business hours.  Priority support requests are processed in the order received but are processed ahead of all non-priority support requests.
6. Non-Priority Support requests are responded to by the end of the business day after receipt.
7. Normal business hours for technical support are 8:00am to 6:00pm Eastern Time Zone.
8. Prioirty technical support requests are processed ahead of non-priority technical support requests.  However, if a non-priority technical support request has not been responded to within two business days, it will then be escalated to the same status as a priority support request.