What support does Axial Shift offer, how fast does it respond, and what is the uptime SLA?
Axial support responds in about six minutes on average, including overnight tickets, and resolves more than 90% of requests and reported issues within 24 hours, by real people. Support is available during restaurant hours, including nights and weekends, by phone, chat, email and in the app, and Axial commits to 99.9% quarterly uptime, with service credits if it falls short.
How to reach support
- Phone, chat and in-app help
- Email: support@axialshift.com
- The help center
How fast
- About six minutes to first response on average, including overnight
- More than 90% of requests and reported issues resolved within 24 hours
- About one ticket for every four restaurants each month
During rollout
You get a dedicated implementation manager, and Axial can set up a shared Slack channel and weekly office hours. After launch, a customer success lead stays with your account.
Uptime
If uptime falls below 99.9% in a quarter, you can get a service credit based on that quarter's uptime.
Hosting and backups
Axial runs on Microsoft Azure across multiple availability zones, with daily backups, point-in-time restore and failover to a second region.
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