Support

We are committed to providing you with exceptional assistance to ensure a smooth experience with our product. Our dedicated team of technical support assistants is here to help you every step of the way.

Core

Professional

Advanced

Premium

Support available weekdays

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

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

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

Scheduled updates

Software release notification

Access to materials and distribution kit

Service Level Agreements (SLAs)

Consulting assistance for the installation of fixes within 5 working days

Service Level Agreements (SLAs)

Installing and updating software with the remote help of our engineers

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)

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.

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.

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.

Severity Level 1 Critical Impact:

Same Day

Severity Level 1 Critical Impact:

2 Hours

Severity Level 1 Critical Impact:

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.

Severity Level 2 Significant Impact:

24 Hours

Severity Level 2 Significant Impact:

4 Hours

Severity Level 2 Significant Impact:

1 Hours

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.

Severity Level 3 Performance Degradation:

5 working days

Severity Level 3 Performance Degradation:

Same Day

Severity Level 3 Performance Degradation:

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.

Severity Level 4 General Assistance or Information:

15 working days

Severity Level 4 General Assistance or Information:

5 working days

Severity Level 4 General Assistance or Information:

Same Day

Support

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

Active maintenance and support is required in order to purchase a premium support plans and access technical support

These severity levels and corresponding SLAs demonstrate our dedication to providing timely and efficient support

Still in doubt?

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.	Severity Level 1 Critical Impact: Same Day	Severity Level 1 Critical Impact: 2 Hours	Severity Level 1 Critical Impact: 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.	Severity Level 2 Significant Impact: 24 Hours	Severity Level 2 Significant Impact: 4 Hours	Severity Level 2 Significant Impact: 1 Hours
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.	Severity Level 3 Performance Degradation: 5 working days	Severity Level 3 Performance Degradation: Same Day	Severity Level 3 Performance Degradation: 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.	Severity Level 4 General Assistance or Information: 15 working days	Severity Level 4 General Assistance or Information: 5 working days	Severity Level 4 General Assistance or Information: Same Day