Our dedicated support team ensures a smooth experience with Aipix products
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:
Open a ticket through our Service Desk to connect with a technical support assistant. They will promptly address your technical queries and concerns.
Once you have submitted a ticket, a technical support assistant will actively work on your case
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.
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.
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.
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 available weekdays
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
Best efforts response time
Support available weekdays
Online ticket submission
in the Service Desk 24x7
8-Hour 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.
Scheduled updates
Software release notification
Access to materials and distribution kit
Support available 24x7x365
Online ticket submission
in the Service Desk 24x7
2-Hour response time
Live chat support
Scheduled updates
Software release notification
Access to materials and distribution kit
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.
Support available 24x7x365
Online ticket submission
in the Service Desk 24x7
30-mins response time
Live chat support
Scheduled updates
Software release notification
Access to materials and distribution kit
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 (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.
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 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 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 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 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 1 (S1) - Critical Impact:
Same Day
Severity Level 2 (S2) - Significant Impact:
24 Hours
Severity Level 3 (S3) - Performance Degradation:
5 working days
Severity Level 4 (S4) - General Assistance or Information:
15 working days
Severity Level 1 (S1) - Critical Impact:
2 Hours
Severity Level 2 (S2) - Significant Impact:
4 Hours
Severity Level 3 (S3) - Performance Degradation:
Same Day
Severity Level 4 (S4) - General Assistance or Information:
5 working days
Severity Level 1 (S1) - Critical Impact:
30 Minutes
Severity Level 2 (S2) - Significant Impact:
1 Hour
Severity Level 3 (S3) - Performance Degradation:
12 Hours
Severity Level 4 (S4) - General Assistance or Information:
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
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The Aipix Team
