Now more than ever, organizations like yours must have the ability to access critical operational technology remotely and securely—anytime, anywhere, and from any device. XonaTM is the trusted partner that industry-leading organizations worldwide turn to for Zero Trust OT control and intelligent analytics for their critical operational technology. Xona provides a trusted user access solution for a changing world.
Global Customer Support Program
At Xona, we back up our world-class technology with a Global Customer Support Program designed to help your organization optimize its operational outcomes. Our customer support offerings are as reliable and trustworthy as our Critical System Gateway solution. Whether via the 24×7 Online Support Portal, email communications or phone calls with product support experts, or dedicated service from a Technical Support Manager, Xona is ready to address your specific support needs with accuracy, expertise, timeliness, and professionalism.
Key Benefits
Flexibility
Get the support you need, when you need it, in the manner that works best for you. Connect with an actual human or find a host of helpful documents and resources in our online Customer Support Portal.
Uptime
Ensure maximum uptime for your Xona secure access solution by getting the answers you need to your technical questions and issues and with prompt and secure software updates and upgrades.
Value
Optimize the value of your Xona solution through information and expertise to keep your critical systems operating at peak performance.
Standard and Premium Support Offerings
We’ve designed our customer support packages to align with your environment’s complexity and criticality and provide the essential services you need to achieve your business goals with Xona.
Standard Support & Maintenance is everything you need to keep your Xona remote access solution current with all available software updates and upgrades, and to talk and/or email with skilled and knowledgeable customer support experts. You get 24×7 access to our full slate of resources through the Online Support Portal, where you’ll find the latest and greatest technical content, training and curriculum, knowledgebase articles, and our case management system.
Premium Support & Maintenance is everything included in the Standard package, plus telephone access to our customer support professionals 24x7x365—so you’ll never be out of touch with Xona experts when you need help. Add to this an Advanced Hardware Replacement program where Xona will rush ship a new gateway device at no additional cost to your location in the event of defective device.
| Features | Standard Support | Premium Support |
|---|---|---|
| Online Support Portal Access | Yes | Yes |
| Email Support | Yes | Yes |
| Phone Support | 10×5 Support Availability† (Monday-Friday, Local Time) |
24 x 7 x 365 |
| Advanced Hardware Replacement | No | Yes |
| Software Updates and Upgrades | Yes | Yes |
† Monday-Friday, 8am-6pm, Local Time
Severity Level & Response Times
Your support case is prioritized based on the impact of the issue on your business and the level of support package you maintain. Priority may be upgraded or downgraded based on the results of our troubleshooting. You may also request escalation of an issue to increase its visibility and to highlight the need for faster resolution due to the impact on your business.
| Level | Description | Standard Support | Premium Support |
|---|---|---|---|
| ⚠️ Severity Level 1: Critical |
The product is nonfunctional or critical features or components are unusable. | Response within 4 hours† Business Hours & Days only |
Response within 2 hours 24 x 7 x 365 |
| ⚠️ Severity Level 2: High |
The product is functional but one or more key features or components are not operating as documented. | Response within 8 Business Hours† | Response within 4 hours 24 x 7 x 365 |
| ⚠️ Severity Level 3: Medium |
Minor components are not operating as documented. | Response within 1 Business Day† | Response within 8 hours 24 x 7 x 365 |
| ⚠️ Severity Level 4: Low |
General question/Installation assistance | Response within 2 Business Days† | Response within 24 hours 24 x 7 x 365 |
† Monday-Friday, 8am-6pm, Local Time
Online Support Portal
While Xona has technical experts standing by to help you when necessary, sometimes the help you really need is just a few clicks away in our Online Support Portal. You’ll find it well stocked with all sorts of useful documents, articles, frequently asked questions, and training materials. Use the portal to gain access to our case management system, where you can create or update a trouble ticket, provide us with additional information, and check the status of your case.
- Case Management: Creation, updates, file attachments, and statuses
- Product Manuals & Quick Start Guides
- Software Releases and Updates
- Knowledge Base Articles & FAQs
- Training & Curriculums
Contacting Customer Support
Click, call, or send us an email. Get the support you need in the manner that suites you best, whether its self-help or working with a skilled Xona support professional.