HELP OVERVIEW

We define support so you don't have to guess.

The word “support” gets used loosely in this industry. At AXLE, we define it clearly with six specific support categories, each with a defined scope, process, and priority level. Clear expectations matter because if everything is treated as top priority, nothing is.

General Support

Mission Critical Support

Included

This is for business-interrupting issues where something is genuinely broken at a location or business-wide level that is impacting operations. Booking is down. Purchasing is non-functional. Submit a ticket through the Support section inside the AXLE CRM. Single-user issues and configuration questions don't live here. This is also not a channel for feature requests. If revenue is actively being lost or members cannot be served because of a technical error, that's what this is for. Remember: there are no emergencies in yoga when you didn't plan ahead.

Complimentary Enhancements

Included

We meet with decision makers at your business on a recurring basis and come prepared with a set amount of time to handle customizations and initiatives at no additional cost. Cadence scales to your size: enterprise clients meet monthly, high-growth clients meet weekly, and all others meet bi-monthly or quarterly. Note that training, onboarding, and custom development projects are scoped and handled separately. During these scheduled sessions, our teams goal is to ensure our platform evolves with your needs while checking in regularly to make sure the relationship stays healthy.

Premium Support

Onboarding & Training

Included

Every new client gets hands-on onboarding and training. We work directly with your leadership to prescribe the right approach based on actual size and need. Smaller businesses typically get recorded sessions; larger operations with ongoing staff turnover can engage us on a sustained basis.

Professional Services

Premium

Hands-on operational support for businesses that prefer to outsource work directly to AXLE. This includes setup, configuration, troubleshooting, user-level support, and operational tasks within the platform. Services are billed hourly.

Feature Requests

Included

If it's not broken or doesn't exist, that's a feature request. We log all of these in an organized place, review the full inventory monthly, and prioritize the highest-impact items into our roadmap. AXLE has evolved over the past decade because of requests like yours, and that's not changing.

Custom Development

Billed By Project

For businesses that need something beyond what's in the box. Whether it's a large-scale defined project or a dedicated weekly or monthly development pipeline, our team is available to build exactly what your operation requires.

Have an issue or request?

Now that the six support categories are clearly defined, the next step is to log in to the AXLE CRM and open a support ticket under the category that best matches your request. Clear classification allows our team to route issues correctly, prioritize effectively, and deliver the right level of support without delay.

Open a Support Ticket →