Basic Maintenance Overview
With a subscription to Exinda’s Basic Maintenance, customers receive the following services for their supported Exinda
products:
- Online Ticketing System – We offer an easy to use online ticketing system to help customers address issues quickly and efficiently.
- Authenticated Support Portal – Gain access to the authenticated Support Portal and browse our extensive knowledge base of solutions and best practices.
- 8 hrs/5 days a week support (business hours) – Once a ticket is created through the Support Portal, the Exinda Support Specialist will reach out via phone or e-Mail and provide troubleshooting assistance when needed. Initial response time for Critical/Urgent Issues is within 1 hour.
- Software Updates – We are continually developing our products to provide our customers with the best functionality possible. Basic Maintenance users get access to the latest fixes to address known issues within the current version of the release.
- Dead on Arrival Replacement – Devices that become defective within the first 30 days will be replaced by Exinda.
- Return Merchandise Authorization – Basic Maintenance subscriptions also come with access to Exinda’s Returns Merchandise Authorization Process.