1. Support Channels
Customers may contact ControlAxis support at support@controlaxissystems.com or by calling 734-436-1199. For billing questions, use billing@controlaxissystems.com. For general product, sales, or legal questions, use contact@controlaxissystems.com.
2. What Support Covers
Support is available for questions about account access, core product operation, configuration guidance, documented workflows, service incidents, and available customer resources. Support may request additional information to reproduce an issue, identify affected users, or protect account security.
3. Customer Responsibilities
To help us assist efficiently, customers should provide an accurate description of the issue, affected workspace or user information, relevant screenshots or error messages, and the business impact. Customers remain responsible for maintaining authorized user access, accurate contact information, and appropriate browser, network, and device configurations.
4. Service Communications
ControlAxis may communicate service notices, maintenance information, security updates, account notices, and support responses through the Services or the contact information associated with an account. Customers are responsible for keeping their designated administrative and billing contacts current.
5. Availability and Maintenance
ControlAxis works to operate and improve the Services with reasonable care. Maintenance, security updates, and third-party service dependencies may occasionally affect availability. Where practical, ControlAxis will provide notice of planned maintenance through available service communications.
6. Additional Services
Implementation, configuration, migration, training, custom development, or other professional services may be offered under a separate written scope, order, or statement of work. Unless expressly included, such services are not included in a standard subscription.
7. Emergency and Security Matters
If you believe your account or Customer Data has been accessed without authorization, contact support@controlaxissystems.com promptly and include “Security” in the subject line. If a user account is compromised, reset or revoke affected access where account controls are available.