Customer Support

Axeda Customer Support extends your team with access to our highly skilled, highly trained Axeda product experts.

Your investment provides you with immediate access to product updates and new releases as they become available, keeping your connected product initiatives on the right track. With a qualified staff with years of collective experience in supporting customers, we have the services, processes, technology and expertise to help keep your M2M solution running smoothly.

With an Axeda On-Demand subscription, you have access to the Axeda Support Service components listed below:

  • Phone and e-mail response Monday through Friday between 8:00 a.m. and 8:00 p.m. Eastern Time, excluding major U.S. holidays
  • Access to a Web-based customer portal containing knowledgebase and case management resources
  • Initial inquiry response target based on the severity of the issue
Support Plan Components
Support Hours of Operation Monday – Friday from 8:00 a.m. - 8:00 p.m. U.S. Eastern Time (major U.S.A. holidays excluded)
Live Phone Support During hours of operation for non-Urgent issues (24x7x365 for Urgent problems)
Support via Email During hours of operation
Web-Based Customer Portal Yes
Initial Response Time SLA Yes
Software and Documentation Maintenance/Updates Yes
Knowledgebase Access Yes
Service Notifications and Advisories Yes
Language English

Axeda Customer Support works to deliver the highest standard of professional technical support services to ensure the maximum uptime and top performance of your Axeda system. When you purchase an Axeda On-Demand license, you will have access to Axeda Customer Support services. Our Customer Support center is staffed by teams of experienced technical support engineers trained in resolving your support issues and providing prompt, accurate and quality service.