Generic Device Management by Axiros (learn more...)

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AXAMINE - Axiros Support Services

Effective and efficient fault clearance is the key to savings in both - time and money. With Axiros 3rd level support services customer application issues are managed and solved methodically.

Axiros offers two models of Support Services – Axiros 3rd level basic support and Axiros 3rd level extended support.
   
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Axiros 3rd Level Fault Clearance Basic Support

Customer can obtain Axiros 3rd level support 8 hours a day and 5 days a week via phone or ticket system, with basic service level agreed reaction- and solution-times.

Basic 3rd Level support specification

  • Period of Service: 8hx5d during office hours except public bank holidays
  • Guaranteed Reaction Time: Within 4 h after call and ticket registration
  • Supporter Qualification: Axiros Senior Development Engineer
  • Scope of Service: Effective Fault Clearance

Axiros 3rd Level Fault Clearance Extended Support

Customer can obtain Axiros 3rd level support 24h*7d via phone or ticket system with extended service level agreed reaction- and solution times.

Extended 3rd Level Support Specification

  • Period of Service: 24hx7d
  • Guaranteed Reactiontime: Within 1 h after call and ticket registration
  • Supporter Qualification: Axiros Senior Development Engineer
  • Scope of Service: Effective Fault Clearance
  • Add-On: Personal coaching of planned maintenance activities outside office hours (e.g. coaching of regular customer mantenance windows at 4am) at regular man-day rate without markup

Lasting Advantage for Axiros Customers

  • Reduces the time necessary to solve issues
  • Safeguards OpEx costs through size-as-you-need model
  • Safeguards CapEx costs through pay-as-you-grow model
  • Lasting fault clearance – do the right thing once and do it well!

Axiros Software Maintenance Service

 

"Driven by market needs and technological innovations Axiros advances, enhances and refines its software solutions on an ongoing release basis. Customers are entitled to benefit from updates, upgrades and patches. This way Axiros ensures that customers are state-of-the-art at all times."

Oscar Knapp - Senior Service Manager, Axiros GmbH

 

Although stability of northbound and workflow APIs is guaranteed for a minimum of five years, software maintenance is obligatory for all our server line products.

  • Large scale Device Management by definition is a service open to the southbound side and therefore requires periodic security updates of involved applications.
  • New device features and management standards are to be supported on a frequent basis.
  • Regulatory changes in the Internet are affecting also Device Management systems.
  • Smart home and value added services are yet increasing the number and variety of solutions the Device Management system has to support.

We cope with that dynamically changing environment by the following software maintenance policies:

  • One new major version is released once a year plus around one to two minor versions.
  • Patches and security upgrades with urgent priority are released on a per event base.

New major versions are undergoing at least a two months beta test cycle at invited customers of us. New releases are further extensively tested against TR-069 load and stack error generators via our axCWMPTeststudio product.