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Support

Overview

Axomic provide professional technical and implementation support to all OpenAsset clients.

 

Phone and Email support

A member of the Axomic support team will be available to assist with any support queries you might have. 

  • UK office hours: 9:00 - 18:00 Monday to Friday UK time
  • US office hours: 9:00 - 18:00 Monday to Friday Eastern US time
  • Response to support queries will usually be within 2 hours for typical issues (e.g advice on the usage of features). 
  • Faster response will be given to high priority issues highlighted by the client (e.g. application downtime). 
  • Support is provided remotely. If access to the clients screen is required, the WebEx screen sharing application or a similar tool will be used

 

Contact Details

For help with your OpenAsset system please email support@axomic.com.  Upon receipt of your email a support ticket will be generated automatically, our support engineers will then address your ticket in due course.

 

For more pressing issues please call one of the following numbers:

US office    -    +1 917-267-0416

UK office    -    +44 (0)870 850 0435

 

Telephone support with basic training of OpenAsset features

Operational support will be provided to users needing advice on how to use basic or advanced OpenAsset features. We actively encourage clients to call us to discuss set up and use of OpenAsset. This is especially valuable during the early phases of the implementation.

 

Support with key technical issues

The Axomic support team are on hand to work with your IT experts to set up the more advanced technical aspects of OpenAsset. For example, we can help with setting up single sign-on or giving remote access to OpenAsset users. Perhaps you're moving servers or need to move the image library or set up OpenAsset in another office.

 

Help with integration

The support service covers assistance with integrating OpenAsset with other systems. Using our standard APIs we'll be happy to help your IT experts integrate OpenAsset with your Intranet or other applications.

 

Server, network, firewall and configuration issues

Axomic provide support for the OpenAsset product (and its associated components) only. 

 

It is assumed by Axomic that the customer will resolve their own server, network, firewall and configuration issues. While Axomic support will offer assistance (where possible) to a customer when their server, network, firewall and configuration issues are impacting the use of OpenAsset, the customer is ultimately responsible for supporting their network and any hardware/software outside of OpenAsset (and its associated components). 

 

All support or assistance provided by Axomic is performed remotely.

Resources to help you implement OpenAsset

Axomic produce many useful resources to help our clients use OpenAsset. These resources are aimed at ensuring you get the most out of OpenAsset and have been produced after many years experience observing how best to implement an image library. 
 

Dedicated Account Manager

Axomic will assign you a dedicated Account Manager who will act as your main point of contact during the implementation. The support team will deal with the technical roll out of the software, but to ensure your OpenAsset project is a success services will also need to be managed.
 
Since all clients and implementations are different, your Account Manager will scope out your requirements for the following services:
  • Intensive training
  • General training
  • Data Migration requirements
  • OpenAsset Templates requirements
     
Your Account Manager will also be available to ask implementation questions and assist with set up and configuration.
 

Disaster Recovery

If your OpenAsset hardware fails the support team will re-install the software and restore your image library data using a backup provided by the client. We can also  verify the image numbers are correct and check the database backup for you.
  • In the case of hardware failure requiring rebuild of the server, Axomic will re-install the OpenAsset software and restore the data using backup provided by the client
  • Re-install of OpenAsset and reimporting of backup data will be performed remotely via SSH, WebEx, VPNs or similar remote access tools
  • It is the responsibility of the client to maintain the server and client hardware and Operating Systems
  • Backup of the data in OpenAsset is the responsibility of the client
  • Once the Operating System and data backup have been provided by the client, Axomic will endeavor to get the system up and running withing 24 hours (Although in many cases it will be much faster.)
  • Following recovery of a system, Axomic will run tests on the new system to ensure the features of OpenAsset are operating correctly (e.g. drag and drop with the AssetBar)
 
Last modified
06:39, 27 Apr 2017

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