Service Level Agreements

 

Nothing is more important to us than the success of our customers, therefore we include support with all licenses. Depending upon your need we have two options for support, Business, and Professional.

For features see the table below.

Feature

Business

Professional

Ticket portal
Email
Documentation Help Center
Example Projects
Software Updates
Remote Desktop Support
24/7 Support
Business Hours Support (Monday - Friday)
Initial Response Time (Monday - Friday) 24 hours 1 hour
Initial Response Time (Saturday - Sunday) Urgent Tickets 24 hours Urgent Tickets 1 hour

The support ticket portal is your single point of contact for assistance and feedback. Just send an email to support@pixotope.com or log in via your Pixotope Cloud, select "support" to complete the online Ticket form, and our friendly and helpful staff will respond as soon as possible in accordance with the contract entitlement (Business/Professional).

Software Updates - we are continually striving to deliver the best product available. As long as you have an active license you can upgrade to the latest version of Pixotope at no additional cost.

Remote Desktop support - Our product specialists and support engineers can directly support our customers by logging onto their Pixotope system using a remote desktop solution.

24/7 Support - for our customers in especially hectic and high-pressure production environments, we can offer 24/7 support on demand. Please contact your sales point of contact to arrange this level of support.