Contracted Product Support
If you have a valid maintenance/support agreement with us or have purchased Situate within the last 90 days, your are eligible for basic, extended or premium support.
Getting you the right support is imperative. XonaSoftware offers three levels of support depending on your company's size and your required level of responsiveness. All levels of support include access to online documentation, instructional videos, library of use cases, and the software download repository.
Stellar Technical Support
XonaSoftware has 50+ years of experience supporting all types of companies.
Situate™ Automation Software Support Models
All XonaSoftware customers are automatically eligible for basic support.
Basic Support - FREE
All customers get basic online and email support. This recommended for our small pay-as-you-go customers only.
- E-mail support during business hours of 8:00 AM to 5:00 PM Central time
- Additional support is available at additional costs
Extended Support
Includes all basic support in addition to the following. It provides a high-level of support for those customers that cannot afford to be impacted during business hours.
- Support calls returned within 4 hours
- Support extending past regular business hours for business-impacting issues
- Discounted time and materials rate for consulting services
- Includes all future upgrades both major and minor
Premium Support
Includes extended support in addition to the following. This is the highest level of support for customers requiring around the clock help and and immediate response.
- Support calls returned within 1 hour
- 24 x 7 US-based support
- Discounted time and materials rate for consulting services
- Includes all future upgrades both major and minor
- Cell phone numbers of one or more support managers
- Direct access to development staff
- Emergency patches to business-impacting issues within 2 weeks