Config
Health before you open a ticket
- Platform Config shows ingest and node health.
- Degraded Edge is visible without waiting on email.
- Tier targets still apply.
Support
Engineers who have stood in a plant, not a ticket queue.
Reach us at support@axixtechnologies.com. We respond within one business day, and every deployment includes 30 days of post-go-live hypercare.
Channels
How to get help.
IAM
Who can change what
- Read-only cannot run playbooks — that is by design.
- If write is blocked, check the role, not the firewall first.
- support@axixtechnologies.com
Service levels
Uptime and response commitments in writing.
| Tier | Uptime | P1 response | Coverage |
|---|---|---|---|
| Standard | 99.5% | 4 hours | Business hours |
| Enterprise | 99.9% | 1 hour | 24×5 |
| Critical Infrastructure | 99.95% | 30 min | 24×7 |
Workspace
Incident the ticket should cite
- Send the incident ID from the workspace, not a screenshot dump.
- Playbook run IDs live on the same case.
- OT approve/deny is in the path.
Escalation path
What happens after you open a ticket.
01
Report
Open a ticket by email with tenant ID, time window, and the incident or collector reference.
02
Triage
Severity is assigned against the tier response target and acknowledged in writing.
03
Engineer assignment
P1 issues route to an on-call platform engineer; OT-side issues add an Edge specialist.
04
Workaround
A safe mitigation is agreed before any change touches a production collector.
05
Resolution and review
Root cause, evidence records, and a written follow-up land within five business days of closure.
FAQ
Frequently asked questions.
Is support included in the free trial?
Yes. The 7-day free trial includes onboarding guidance and help validating ingest from your first Edge collector.
Do you support air-gapped deployments?
Yes. Sovereign on-prem (Mode B) deployments are supported, including Helm air-gap installation flows.
What is hypercare?
Thirty days of heightened support after go-live: tuning, suppression profiles, and detection review with your team.
Start your 7-day free trial.
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