Support and service
Service designed for premium expectations.
AxisBase support is structured to reduce downtime, simplify warranty approvals, and keep retailers confident on the floor. Distributors receive a documented escalation path and regional service playbook.
Support model
- Concierge intake
- 24-48 hour response SLA
- Regional parts staging
Intake
Concierge support
Centralized triage with serial lookup and diagnostics.
Resolution
Parts-first
Swappable modules cut service time significantly.
Documentation
Playbooks + SLAs
Clear escalation maps and partner training.
Support system visuals
Service posture shown through modules, tools, and response cadence.
Concierge intake
Serial lookup and rapid diagnostics.
Modular swaps
Parts-first resolution model.
Documentation
Playbooks, checklists, and SLAs.
Service workflow
Structured intake and clear escalation keeps service predictable for retailers and customers.
Step 1: Concierge intake
Centralized support line with serial lookup and quick diagnostics.
Step 2: Remote triage
Service team validates issue, approves warranty path, and dispatches parts.
Step 3: Local resolution
Certified partners or distributor teams complete installs with documented checklists.
Distributor service assets
Tools and documentation designed to keep frontline teams confident.
Service playbook
Escalation maps, ticket routing, and regional contact trees.
Parts matrix
SKU-level components, replacement guides, and stocking recommendations.
Training modules
Short videos and checklists for install and delivery teams.
Request the service playbook
Qualified partners receive the full support SLA and parts program summary.