Aezion support encompasses supported applications, servers, desktops and websites. Aezion
offers two support options that can be tailored and matched to your business needs.
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Monthly Dedicated Support Bucket
Priority Support Clients can purchase a defined set of maintenance hours that are applied to system maintenance and enhancements according to Client priorities.
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Dedicated Support Team
Priority Support Clients benefit from a dedicated Support Team which ensures familiarity with Client systems and contributes to faster issue revolution, proactivity, and greater effectiveness.
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Continuous System Enhancements
Priority Support Clients receive continuous system enhancements by apportioning dedicated support hours to address feature and system improvements.
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Continuous Health Checks on System
All Aezion hosted systems benefit from continuous health checks to ensure system availability and system performance adherence with design thresholds.
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Billing Flexibility
Aezion support include the following billing options:
- Fixed Monthly Billing is available with Aezion Priority Support.
- Pay-as-you-go Billing (Time & Material) is available with Aezion Basic Support.
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Access to Online Ticketing System
All Aezion Clients have access to the Aezion Online Ticketing System. This ensures easy support requests, tracking, visibility and accountability for issue resolution.
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Guaranteed Response Times
All Aezion Clients receive professional, responsive support in response to service affecting issues as follows:
- Aezion Priority Support Clients receive guaranteed, SLA-backed response times based on issue severity.
- Basic Support Client requests are queued and responded to within SLA guarantees.
