aXs Info - Document Management

Frequently Asked Questions

Q: Who do I contact for support?

A: Under normal circumstances, the value added reseller who worked with you to deliver the solution will be the first contact point. Since they know your organization better, they will have a in depth knowledge of your needs. But rest assured we are always here for you also.

Contact Information

307 Quiet Hil Lane - Suite #1
Woodsotck, GA 30189
(770) 575-1069
sales@axsinfo.com

Customer Support

Our Product Support Programs offer options and flexibility to best meet customer’s needs. Services including basic support, extended phone support coverage, time based escalations, subscription services and developer support are available by contacting your value-added reseller or emailing our support team at support@axsinfo.com Basic Support
Our value-added resellers are your first line of support. They have been trained to handle the majority of questions or issues that a customer might have. To ensure that resellers are supported in those times when assistance is needed, the aXs Info technical support team guarantees the following:

Hours of Support – 8:00 am to 6:00 pm EST, 5 days a week (minus normal holidays)
Response times and problem escalation

Initial response: 2 Hrs
Start of resolution: 8 Hrs
Escalation: 16 Hrs
Progress Update: 4 Hrs

Phone, email, and web support
Secure log-in to our knowledge base
User group meetings

Priority Technical Support
Contact your value-added reseller for information about extended priority support times and time based escalations. Software Update Subscription Services
As a customer you have made an important investment in buying the aXs Info software solution. You know that all your business critical documents will be kept and retrieved through the aXs Info repository. In making that decision you will want to ensure that the software will support your needs for the years to come. This will include receiving product enhancements, bug fixes and any new revisions when they become available. Buy purchasing the aXs Info Update Subscription Services you will ensure that anytime there is a new update it will be available for you to download or have installed by your value-added reseller. Developer Support
At aXs Info we encourage our customers, resellers and partners to develop add-on products or enhancements to the aXs Info product suite. We have made this easier by developing our product using an open architecture. To help with this development or customization we can make the aXs Info development team available through the Developer Support Program. As part of the program you will receive the following:

Hours of support: 8:00 am to 6:00 pm EST, 5 days a week
Access to API documentation and examples
Coding and scripting assistance
Technical advise
Answers to customization questions.

Training
aXs Info offers training at customer sites as part of each installation. This includes administration training and end user capture and retrieval training. This same training and various other courses are offered at the aXs Info headquarters at different times of the year. To find out course descriptions, pricing, and scheduled dates please contact your value-added reseller or email us at support@axsinfo.com. The following list is some of the courses offered.

Workgroup, Business, and Enterprise administration training
Workgroup, Business, and Enterprise end user training
Value-added reseller installation and technical support certification training
Developer’s support training
Database administration training
Regional end user workshops
End user conference
Annual reseller conference

Professional Services
To find out more contact us at support@axsinfo.com Contact Support Click here to contact our support team.