Support Services
Fully customised services are available in conjunction with AXL-supplied products and services to provide a "one-stop" hardware and software support service.
AXL provides premium quality hardware maintenance services to hundreds of sites throughout the UK. These services provide cover on a 4-hour or 8-hour response with services available around the clock if required. Escalation arrangements for complete system replacement are provided. Equipment supported includes PCs, UNIX and VAX hosts and a variety of local and wide area communications equipment.
AXL.s software engineers are amongst the most experienced in their field. The company.s development capabilities are supported by an impressive range of state-of-the-art computer systems, sophisticated network monitoring tools and live information services from suppliers such as the London Stock Exchange and AFX Ltd.
AXL staff have been supporting core-trading systems in the City for well over fifteen years; we understand the pressures and risks which result if such systems and their associated support are not resilient, reliable and dependable. To achieve a high level of reliability, AXL operators can access client systems every trading morning by 7am to confirm that hardware, software and information feeds are all functioning correctly prior to the day.s trading commencing. Any problem is diagnosed and overcome immediately or reported to the information vendor or client.s technical staff. The system is then monitored to ensure service is available throughout the trading day.
AXL.s support staff are available between 9am and 5pm (UK time) for advice and assistance regarding the software for which the service has been ordered (e-mails may be sent at any time). The client's call is logged and where possible assistance and/or a remedy will be provided immediately.
If the enquiry is more complicated or requires a technical specialist to reply, a return call or e-mail will be made to the client normally within four hours. A high proportion of requests are resolved within this time-scale. When a problem is identified, it will either be resolved by a workaround or fixed by a patch level or main software release.
Contact us for more information.
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