Aipix Support

Our dedicated support team ensures a smooth experience with Aipix products

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Worry About Technical Issues? Aipix Support Is Here to Help!

Our support packages offer various levels of service so you can get the help you need, when you need it

Unlock your Aipix Technical Support capabilities:

Core
Advanced
Premium
Support available weekdays
Support available weekdays
Support available 24x7x365
Support available 24x7x365
Online ticket submission in the Service Desk 24x7

Open a ticket through our Service Desk to connect with a technical support assistant. They will promptly address your technical queries and concerns.

Online ticket submission in the Service Desk 24x7
Online ticket submission in the Service Desk 24x7
Online ticket submission in the Service Desk 24x7
Best efforts response time

Once you have submitted a ticket, a technical support assistant will actively work on your case

8-Hour response time
2-Hour response time
30-mins response time
Best efforts response time
Live chat support

Engage in a live chat conversation with our technical support assistant using the chat feature on our Service Desk. This real-time interaction enables quick problem-solving and assistance.

Live chat support
Live chat support
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Scheduled updates
Scheduled updates
Scheduled updates
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Software release notification
Software release notification
Software release notification
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Access to materials and distribution kit
Access to materials and distribution kit
Access to materials and distribution kit
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Service Level Agreements (SLAs)
Consulting assistance for the installation of fixes within 5 working days
Consulting assistance for the installation of fixes within 5 working days
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Service Level Agreements (SLAs)
Service Level Agreements (SLAs)
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Installing and updating software with the remote help of our engineers
Installing and updating software with the remote help of our engineers
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Online onboarding (2 hours)

Learn and familiarize yourself with the structure, functionality, and features of Aipix with the guidance of a technical support assistant. They will provide you with comprehensive onboarding support to ensure a smooth transition.

Online onboarding (4 hours)
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Web conference call
with technical specialists

Schedule a web conference call with a technical support assistant, where you can demonstrate your issue in real-time. They will guide you through troubleshooting steps and provide personalized assistance.

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Dedicated project manager
and engineer

As a valued customer, you will be assigned a dedicated account manager who will serve as your primary point of contact at Aipix. They will oversee your specific requirements and ensure that your support needs are met effectively.

Support Plans and Technical Assistance

At Aipix, we prioritize prompt and effective issue resolution. To meet your needs efficiently, we offer different severity levels backed by corresponding Service Level Agreements (SLAs).

Severity Level
Professional
Advanced
Premium

Severity Level 1 (S1) - Critical Impact:

This level signifies a loss of functionality that critically impacts your business operations and services. We recognize the urgency of such situations and commit to working continuously with representatives from both Aipix and your organization until the critical functionality and services are fully restored.

Same Day
2 Hours
30 Minutes

Severity Level 2 (S2) - Significant Impact:

S2 indicates a degraded functionality that significantly affects your ability to deliver key aspects of your business operations and services. In these cases, Aipix and your organization will allocate significant resources to address and resolve the issues in a timely manner.

24 Hours
4 Hours
1 Hour

Severity Level 3 (S3) - Performance Degradation:

When there is degraded performance leading to subpar delivery of your business operations and services, it falls under the category of S3. Our commitment is to work with your organization's representatives during normal business hours to restore the service to satisfactory levels.

5 working days
Same Day
12 Hours

Severity Level 4 (S4) - General Assistance or Information:

For any assistance or information you require regarding Aipix products or services, you can rely on us. Although S4 does not involve critical or degraded functionality, we prioritize requests from premium support customers over those from non-premium support customers

15 working days
5 working days
Same Day

We are committed to resolving critical issues promptly, allocating appropriate resources for significant impacts. If you have any questions, please do not hesitate to contact us at support@aipix.ai