Support
"When we went live, Campana was here and they were dedicated. I think that helped a lot. Even if it wasn't their area of expertise, they would find out and get back to us. They never said 'I don't know, I can't help you with this.' The support staff was just incredible."
Susan Weaver
IT Director, AAA Tidewater Virginia
Occasionally, you may experience a problem with AXIS software. If you are unable to solve your problem, contact your MIS, IT or technical support person for assistance. They may then contact AXIS Support by phone, email, online, or After Hours Support Line.
Before Contacting Support
When responding to your technical support request, a Support representative will ask for important details to help avoid delays. Before contacting Support, be prepared to provide the following information:
- the release version of the software you are using
- the account name, the login name, the line number, and the host name
- the menu item name you are using (especially when custom menus are involved)
- what you were doing when the problem occurred (you may want to record your actions along with any error messages that appeared)
Types of Support Requests
To provide the best level of support possible, AXIS Support classifies requests into the following three categories: Routine, Urgent, Critical. When you make technical support request, please provide details about the nature and circumstances of your problem. These details help Support prioritize and handle your request.
Contacting Support
Phone
519.747.5222, x233 or 1.800.463.2688
If all representatives are busy, your call will be directed to Campana's voice mail system. To help Support prioritize and respond to your request, please leave your name, club, a contact phone number, a brief problem description and relative request priority (routine or urgent).
IMPORTANT: Do not leave a Critical call in voice mail. If you reach voice mail when calling support, dial 0 and ask the receptionist to page AXIS Support for a Critical call.
- Submitting a Request—Include the details mentioned in Before Contacting Support. Within ten minutes of sending the request, AXIS Support sends you an email that confirms receipt of the request and displays the assigned call number for your request.
- Using the Automatic Request Status System—AXIS Support can send your club an automatic mailing once a week, listing open and closed requests for your club, for the previous week. To set up this automatic request status system, email asup@campana.com.
- Checking the Status of Request(s)—There are three types of status checks:
| To receive a list of | Enter this text in your email's Subject line |
|---|---|
|
all open calls submitted using your email ID |
status my calls |
|
all open calls for your club |
status club call |
|
a specific open or closed call |
status call # (where # is the call number) |
Online
You can submit a technical support request or inquire about the status of a support request.
After Hours Support
Phone: 519.240.3858 or Pager: 519.654.1005
If you require emergency support outside of office hours, you may call our After Hours Support line for 24/7 support coverage. After Hours Support's main objective is to get your club up and running in an emergency. Please note that charges will apply for the time required to resolve any problems reported through After Hours support. These charges will vary depending on whether you are an After Hours Support subscriber or Ad Hoc Services user.
Priority is given to After Hours Support subscription holders with calls being handled on a first call in, first call served basis.
For more information about the After Hours Support Subscription, you may download the PDF version of the marketing brochure.
Please note: If you place a call to the After Hours Support line and do not receive a response within 15 minutes, please call the pager number.