Axway Support Process Overview

Check for knowledgebase articles and patches at Axway Support Portal.

1. See Global Support Policy for more details.
2. When contacting Axway Global Support, save time by providing:
   1. Support Access Code (SAC) or Support Case ID
   2. Contact names, email and phone number
   3. Exact version of the product
   4. Logs
3. If you are not satisfied with the progress of your case, you can request an escalation by calling Support.
4. If we don't hear back from you after 3 attempts to contact you during a 10-day period, the case will be closed.
5. Your survey response is carefully studied to improve the quality of support provided to you. Support manager may call you to discuss your experience.
6. Should you experience the same issue after case closure, you can always reopen it by calling Support within 15 days of case closure.