Support Options

Having selected from the PixAlert product suite you'll want to maximize the value of your investment by ensuring that you effectively manage your system so that your organization gets all the benefit.

Our customers tell us that application support and utilization expertise is critical for maintaining a successful system and promoting adoption. Our Customer Support is dedicated to helping customers succeed on all fronts and get the most value from our products. To meet the business needs of all companies, we offer several multi-channel support offerings that provide expert-level customer support, best practices, and administrative knowledge to meet your business needs.

To ensure that our customers receive the level of support required by their organization and business needs, we have designed a simple multi-tier approach, with 3 levels:

Gold Support

As well as the other support facilities, Gold level support includes a collaborative partnership and 24 * 7 personalised service.

Gold Support includes:

• Multi-channel customer service: On-line Support portal, Email and Phone Support available 24 hours a day, 7 days a week.
  • Online help 24 * 7: Around-the-clock access to an online, searchable support portal for your organisation.
  • 24 * 7 Phone support
• Nominated Customer support representative
• Pre-determined Service Level Agreement
• Periodic reporting against SLA response and resolution levels
• No limit on the number of cases that can be submitted
• 2 hour response time to support issues
• Application maintenance upgrades available for automatic download

Gold support is provided at 25% of the annual license fee and subject to a yearly minimum of €20,000.

Silver Support

This option provides further value for organisations with higher support levels tailored to the customer’s business hours.

Silver Support includes:

• Multi-channel customer service: On-line Support portal, Email and Phone Support during your business hours
  • Online help 24 * 7: Around-the-clock access to an online, searchable support portal for your organisation.
  • 8 * 5 Phone support in the customer’s region
• No limit on the number of cases that can be submitted
• 4 hour response time to support issues within business hours
• Application maintenance upgrades available for automatic download

Silver support is provided at 18% of the annual license fee and subject to no minimum fees.

Standard Support

PixAlert basic customer support via multiple channels is included with all products.

Support includes:

• Multi-channel customer service: On-line Support portal & Email Support during PixAlert business hours
  • Online help 24 * 7: Around-the-clock access to an online, searchable support portal for your organisation.
  • No limit on the number of cases that can be submitted
• 2 business day response time to support issues
• Application maintenance upgrades available for automatic download

Contact Us to discuss the best value support options for your company.