STANDARD SUPPORT HOURS:

9 am to 5 pm PST Monday through Friday, excluding holidays.

HOW TO CONTACT SUPPORT:

Email: xdoc.help@axacore.com
Phone: +1 (858) 427-4301

CASE PRIORITIES:

Critical: Server Down
High: Critical Business Impact (Business Work Around Available)
Medium: Non-critical Business Impact
Low: Feature question or Enhancement requests

SUPPORT PROCESS:

1. Create a ticket with us by emailing xdoc.help@axacore.com or phone with the following applicable information:

• Name and version of the product
• Issue details
• A reproducible test case if possible
• Any error, system and/or trace files
• Troubleshooting steps already taken

2. You will receive a response from our ticketing system with your ticket number.
3. A support technician will contact you back to work the ticket.
4. We will work with you until the issue is resolved in one of the following ways:

• Issue is fixed.
• Workaround is received that resolves the issue.
• Issue is an enhancement request and added to a future release schedule.
• If there is no return correspondence from you within 3 business days, the ticket will be closed.