Key Benefits of Actian Business Xchange Support Plans

  • Support specializes in answering questions related to Actian Business Xchange’s service
  • Support can assist customers with a large variety of transaction types, file structures, and connection methods
  • Flexible support channels:
    • Option 1: Email support
    • Option 2: Telephone access
  • Support engineers specialized in their fields: connectivity, mapping, implementation
  • Defined response times for Critical and Non-Critical issues/li>
  • Available 24/7 support for Critical issues and Platinum support customers
  • Available direct access to senior level technical support engineers
  • Toll free phone access in most areas

Actian Business Xchange Support Offerings

Customer Support – Americas

Actian Business Xchange offers customers in the Americas two levels of support: Standard and Platinum. The benefits and features of the Platinum level are tailored to meet the unique requirements of our customers.

Level of Support

End User Support Offerings

Standard

  • Included with the WebDI account
  • Support offered during normal business hours (8am – 5pm EST, Mon – Fri)
  • Email access
  • Maximum response times for issues:
    • Critical: 4 business hours, 8am - 5pm EST
    • Non-Critical: 24 business hours

Platinum

  • Support contract terms
  • Dedicated senior level tech support engineers
  • Email and telephone access
  • Extended manned support hours: 8am – 8pm EST
  • 24/7 support for critical issues
  • Maximum response times for issues:
    • Critical: 2 hours, 24/7
    • Non-Critical: 6 business hours

See "Hours" for definitions of critical and non-critical issues

Hours of Operation and Process Definitions:

  • 8am - 5pm EST, except for customers with Platinum Support plans, 24/7
  • Definitions of critical and non-critical issues:
    • Critical: error which causes the Service to be unusable by the customer and which has a critical and unacceptable impact on the customer's business
    • Non-Critical: error which causes the Service to be usable with restrictions on functionality or performance degradation, which are not critical to overall operation but may require considerable effort to work around the problem created, and also includes minor inconveniences