The mission of our support team is to exceed customer expectations by providing a scalable, knowledge and customer-centric support organization that delivers a reliable and consistent experience. We aim to strengthen our business partnership by providing rapid response to your issues, timely issue resolution, and frequent and appropriate communications throughout the process.
Our Support offering
We distinguish between two different maintenance offering.
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Support hours: - Exinda’s Support Specialists are always available to provide troubleshooting assistance when needed. |
8x5 (Business Hours) |
24x7 (Business Hours) |
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Initial response time : Please note that the Severity needs to be specified by the customer when the ticket is created in the Support Portal and aligned to the agreed Severity matrix; specifying a higher severity than warranted will result in all SLAs being invalid. |
Urgent < 1 hr High < 2 hrs All other in 8 hrs |
Urgent < 0.5 hr High < 1 hr All other in 8 hrs |
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Live assistance with Support Portal via “Rescue Lines”. |
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Software Updates - We are continually developing our products to provide our customers with the best functionality possible. Basic/Premium Maintenance users get access to the latest fixes to address known issues within the current version of the release. |
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Online Ticketing System - We offer an easy to use online ticketing system to help customers address issues quickly and efficiently. |
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Knowledge base - Gain access to the authenticated Support Portal and browse our extensive knowledge base of solutions and best practices. |
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DOA/Return Merchandise Authorization - Basic/Premium Maintenance subscriptions also come with access to Exinda’s Returns Merchandise Authorization Process. |
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DOA/Return Merchandise Authorization – Advance Replacement. |
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Ticket escalation via Escalation Phone Line Please note that all tickets, including Urgent and High Severity issues, should be created in the portal first and then followed up with a phone call for immediate attention with a ticket number. |
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Ticket auto-priority in queue. |
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Remote Troubleshooting Assistance - For rapid problem resolution, Exinda engineers can initiate a remote web session to connect directly to your system for faster fixes. |
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Software upgrades - We are continually developing our products to provide our customers with the best features and functionality possible. Basic/Premium Maintenance users get access to the latest ExOS updates, as well as fixes to address known issues. |
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Quarterly ticket analysis and progress report on all tickets opened by customer (upon request). |
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Optional On site support (chargeable). |
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To see the full description please download the Exinda Support Guide here.