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Email or online ticketing support
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Yes, at extra cost
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Support response times
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Support is available 24/7.
All support queries are acknowledged and receive an initial response within one hour, 24 hours a day, 7 days a week, including weekends and UK public holidays.
Senior-level oversight is available within one UK business day (Monday–Friday, excluding UK public holidays).
Resolution times depend on the nature and complexity of the issue and any third-party dependencies, with issues actively managed until resolved.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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Axion has tested web chat and digital support interfaces against WCAG 2.2 AA accessibility standards, including compatibility with common assistive technologies such as screen readers, keyboard-only navigation, and voice control tools. Testing has been informed by user-centred design principles and feedback from accessibility audits undertaken as part of public-sector digital projects.
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Support levels
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Axion provides clear, proportionate support levels designed to align with the scale, risk, and complexity of each commission. Standard support is included at no additional cost and provides email and scheduled call support during UK business hours, with responses typically within one working day and a named point of contact for continuity.
For buyers requiring greater responsiveness, enhanced support is available at an agreed day rate or retainer. This includes faster response times, priority handling of queries, and additional coordination or review meetings.
For complex or high-risk programmes, premium support is offered and priced through a fixed monthly fee or agreed day rates. This level provides proactive oversight, rapid escalation, and dedicated senior input. All buyers are assigned a named Technical Account Manager or Senior Delivery Lead to oversee delivery and support.
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AI chatbot
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Yes