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Support
Our customer service is available 24/7, all year round
As all developments and services are performed by our own staff, all knowledge about our projects is available in-house for interventions, upgrades and the modular development
Service Level Agreement (SLA)
After delivering a project or installing extensions to a project, the customer has the option to enter into a service level agreement (SLA). Aucxis offers 3 possible levels: Bronze, Silver and Gold.
The standard term of an SLA contract is 3 years.
As a customer, you are not obliged to enter into an SLA contract, but in that case, support is only guaranteed during the office hours and outside collective leave, whereby, in case of busy schedules, customers with an SLA will receive higher priority.
Customer portal
Aucxis strives to handle customers’ problems, questions, complaints… fast and to a high standard. In order to be able to monitor and prioritise all questions, we ask you to report all problems directly via our IonBiz customer portal.
For every new question, a ticket will be created, allowing everyone to closely follow the progress of a certain question or problem (status, person responsible, notes,…).
Every ticket shows to you or your colleagues who is responsible and the progress of your question or problem. Completed requests remain visible as well, enabling you to see at a glance which requests are completed or still ongoing. Everyone can consult historical data (notes) in order to solve recurring problems in a more efficient way.
IN CASE OF AN URGENT PROBLEM, please contact our support service by telephone, enabling quick action to be taken. During the office hours on +32 3 790 17 19, outside the office hours on the service number.
Aucxis office hours: from Monday to Thursday from 8:30 a.m. to 17:00 p.m., on Friday from 8:30 a.m. to 16:00 p.m.
How to create a ticket on the Ionbiz customer portal?
In order to log in, you need a username + password. If you haven’t received a username and password, please request it via info@aucxis.com.
When creating a ticket, please add a clear and complete error description. Try to describe the problem as concretely as possible. If possible, please mention the type/version of the used hardware or software.