AXSEND Support Plan Overview

Overview

ABIS/AXSEND offers several tiers of paid support plans for Adjutant software support. Their are currently six (6) tiers of support plan offered which offer various level of support options tailored to fit organizations of all sizes and needs.

Basic Includes unlimited Standard Email Support (see below for examples of Standard support) with standard turnaround times (tier 6)

Coach Includes everything from Basic level plus access to the Adjutant 20/20 Video Library with shorter turnaround times (tier 5)

Coach+ Includes everything from Coach with shorter turnaround times (tier 4)

Support Includes everything from Coach+ plus 8hrs/month included Other Support with shorter turnaround times (tier 3)

Strategist Includes everything from Support plus 16hrs/month included Other Support, a dedicated Teams channel, an assigned ABIS Strategist, up to 16hrs/year of training sessions, and priority escalations with shorter turnaround times (tier 2)

Enterprise Includes everything from Strategist plus 24hrs/month included Other Support, up to 24hrs/year of training sessions with shorter turnaround times (tier 1)

Unlimited Standard Email Support

Unlimited Email Support covers the following types of standard support that can be delivered via email without the need for phone calls, custom solutions, or consultative services. Standard support includes support and assistance on all modules of Adjutant software. Any support that requires Strategist-level resources or consulting services would fall under the Strategist Level Support tier and would be counted toward the hours available for Other Support. If your support plan does not include hours for Other Support, the support request will be billed at current contract rates.

Emails must be received through support@axsend.com in order to qualify for unlimited email support.

Below are examples of support that would be included in the Standard Email Support tier and would qualify for Unlimited Email Support.

Responses to basic functionality questions
Screen function assistance within current setup options in client environment
Transactional assistance within transaction screens
Assistance with navigating the Adjutant System

Other Support (Strategist/Consulting Level)

ABIS Strategist level support and consultative services include the above standard support, plus the examples below. Time for Strategist/Consulting work will be charged against your current plan available hours for Other Support. If your plan does not include Other Support, or if the requested support goes beyond the allowed hours, the time will be invoiced separately.

High level strategy for utilizing Adjutant software within the client's business operations
Custom system modifications through setup options
Consultations with ABIS development for custom software options
SQL queries and custom diamond report creation
System form changes and creations
Backend data analysis
GL and reconciliation assistance
Data Imports
Item updates and/or modifications
Setup of Standard and Custom KPI Blocks within the Adjutant 2020 Web Version
3rd party integration and API support