Support for AXIS
As part of the AXIS Maintenance package, we connect you to assets and resources so your experience with the system is fast, productive, and enjoyable. Clients are always welcome to contact us via the AXIS Client Support portal, phone or e-mail. Client support is available between 9am and 6pm Eastern Time (excluding weekends and holidays). Please have the following information available:
- AXIS version number
- Module(s) and levels (Cell, Fund, etc.) involved
- Incident Report number (if one is known)
We will respond to your question(s) as quickly as possible, and we have set a service standard to contact you within one business day. Please note that depending on the complexity of the question, it may take longer to provide you with a complete answer, but we will notify you of the status. When you send initial questions by e-mail, we will send you an acknowledgement indicating we have received your message, assigning an Incident Report (IR) number you can reference in follow-up questions and/or calls.
AXIS Client Support Options
These are just some of the ways we are dedicated to providing you with the best client support and customer service possible. If you're not finding what you need, please contact us and let us know how we can improve your experience.
Client Support Portal
Clients are welcome to contact us directly for assistance through our web portal.
Our Knowledge Base articles, maintained in real-time, help our clients understand not only calculations in AXIS but also system functionality so they can be more productive in their day-to-day work.
System Help Text
The main source of AXIS system documentation is a comprehensive collection of Help text available both online and inside any AXIS deployment. It includes a general User Guide, and user Reference Manual with thousands of context-specific Help Topics. We similarly support our other applications, and continue to update a roll-up of our most commonly requested issues.
Enhancements and Bug Fixes
This tool allows you to search our comprehensive database of enhancements and bug-fixes covering all changes made by version in AXIS for the past 20 years. This invaluable resource helps you understand what new functionality has been introduced as well as if any enhancements or bug fixes will impact calculated results from your models when you move to an upgraded version of AXIS. You can also view changes made to assumption fields between any two versions.
IT Professionals Support
We provide a full range of support and resources to IT Professionals supporting the AXIS actuarial modeling teams at their companies.
There are many ways our software can be used in practice. "Best practices" are not easy to define and are seldom absolute, as they could depend on the user's priorities, resources, risk management and model governance philosophy. User discipline and care and effort spent in planning, validating and documenting their approach to AXIS model implementation are more important than following any single technique in designing the model.