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Support

  •   What are your support hours?
    • Technical Support:
      • Monday through Friday (excluding public holiday) 8:30 a.m. to 5:30 p.m. PST

      Click here to view the different support plans and response time available.
  •   What is the best way to reach you during support hours?
    • By Email:
      1. Email us at: support@xignite.com.

      Note that email response time will vary depending on your level of support. Click here to view the different support plans available.

      By Phone:
      1. 1-800-XML SOAP (U.S.)
      2. 1-650-655-3700 (International)
      3. Please tell the operator there is a support issue and indicate the level of urgency.

      Note that phone support is only available with Standard and Premium support plans. Click here to view the different support plans available.
  •   Is your service available 24/7?
    • Yes, our web services are available 24 hours a day, 7 days a week. We occasionally shutdown our system for 1 or 2 hours due to maintenance, but such maintenance would typically occur during weekend hours.
  •   What is your uptime?
    • We monitor our uptime statistics with Keynote, the Internet Performance Authority.

      They are published on our web site here.
  •   What support options do you provide?
    • We provide multiple support options to meet the requirements of our clients. Click here for more options.
  •   What is being done to mitigate potential down time?
    • Our equipment is collocated at the AboveNet/DataPipe facility in downtown San Jose in a state-of-the-art facility built in 1999 (when money was no object). It is equipped with its own diesel-powered power generator enabling it to provide 100% uptime guarantee from power loss. The data center generates its own power 100% of the time.

      Our network is fully redundant with multiple server farms for each level of service.

      Our architecture allows us to simply add new machines to handle additional demand load. We are currently running at about 20% capacity.

      We are running redundant Firewalls (Cisco), load balancers (Nortel) and switches configured for failover. We have multiple fiber drops to redundant routers. They themselves have redundant connectivity from multiple carriers providing redundancy from carrier failure. Our connection is fully burstable to 100Mps, providing ample bandwidth to serve the needs of our clients.

      We use clustered SQL Server databases for permanent storage of our data.
  •   What is the best way to report a problem?
    • The best way to report a problem would be to send us an email or an instant message.

      You can view specifics regarding the best way to communicate your problem to us here.
  •   Can I upgrade my support option?
    • You can upgrade your support option at any time. The process depends on your billing options. In the next billing period we will adjust your monthly payment to the difference between your previous method and your upgraded one.
  •   Can I downgrade my support option?
    • You can downgrade your support option at any time. The process depends on your billing options. In the next billing period we will adjust your monthly payment to the difference between your previous method and your downgraded one.
  •   Do you guarantee your availability?
    • Yes, we guarantee our availability. Specifics depend on your support option.

      For example, if the support option you have chosen includes 95% guaranteed availability on a quarterly basis and we do not fulfill that guarantee, we will refund 2% of your quarterly fee paid for each non-maintenance down time.
  •   What is your track record of service availability?
    • Click here to see our track record.
  •   Are you ever down due to maintenance?
    • We are rarely down due to maintenance, but it is possible if we are performing a system upgrade.

      If we will be down due to such an upgrade we will provide at least 7 days advanced notice. Any downtime due to maintenance will occur on the weekend and will most likely be on a Saturday night or Sunday morning.
  •   How do I add new IPs to my subscription?
    • You can email us and tell us which IPs you would like to add, or you can add them yourself here.
  •   Do you have any tools for developing applications?
    • Other than the StrikeIron SOA Express for Excel Add-in, we do not. But there are plenty of development tools out there.

      Click here for some great tools.
  •   I am using a language that you do not document, can you help?
    • We will try our best to help you. Please contact us with your unique problems and we'll see what we can do.
  •   I am getting an error when calling the service, what do I do?
    • Please see our technical development tips here.
  •   I see http but no https, is there a secure interface where I can call your services?
    • We have a secure interface that can be found here. You can call all of our services through this interface.
 

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