Maintaining Mission Critical Systems in a 24/7 Environment

Behind the scenes of 24/7 customer support
22.01.2016 Damir Tomicic

Expectations continue to rise on customers to deliver exceptional experiences anytime, anywhere, on any device.

Akamai Technologies “Consumer Web Performance Expectations Survey” revealed that 30 percent of users expect internet pages to load in one second or less and 49 percent expect pages to load in two seconds or less. When expectations are not met, nearly 48 percent will abandon the site and 22 percent will not return.

Now you’re probably thinking, am I prepared?

Have I done everything possible to ensure my services are able to handle the increase in traffic and to remain available all the time?

Not only that Axinom products guarantee both the highest performance and market leading high availability. Axinom’s mission critical services are specifically designed to provide the highest level of customer support through personalized service by our most experienced support engineers. Our services support business-critical operations, requiring high priority, proactive technical and account management dedicated assistance.

Personalised. Trusted. Simplified.

Today, IT is expected to deliver secure, reliable services while also enabling rapid business transformation. Axinom support team is securing business continuity 24/7 for our customer running mission-critical processes by proactively preventing issues and maximizing uptime.

Our service is uniquely designed to provide the highest level of customer support for business critical operations. You’ll receive superior level of personalized support – day or night – from a team of experienced support professionals who work closely with your in-house support staff to provide fast, accurate response and resolution to all of your support issues.

Moving into a converged, virtualized or cloud-based environment requires a trusted partner who understands the wide-range of expanding technologies and complexities. By combining smart technology with expert consultation, Axinom support team provide a personalized and proactive hands-on approach to maintaining an agile, healthy and reliable infrastructure.


Best Practice Axinom DRM

Axinom DRM (Digital Rights Management) is a cloud-based Multi DRM service that serves numerous global brands in the media and entertainment industry worldwide. Our customers offer Video-on-Demand (VOD) and Live TV services providing premium video content such as latest Hollywood blockbuster movies and series.

For piracy prevention reasons our customers need to encrypt and protect the valuable video content when streaming to consumer devices. Our customers rely on Axinom DRM for delivering the decryption keys and associated rights to consumer devices like PCs, tablets, game consoles, and Smart TV. Whenever an end user request to watch a video the end user’s device will contact Axinom DRM service in the cloud in order to retrieve the keys to unlock the content.


The Worst Case Scenario

The worst thing that may happen .. you’re prepared to watch the latest blockbuster movie on a Sunday evening with your family. You prepared some tasty snacks, the drinks are cold and everyone is ready sitting in front of the TV. However, instead of the movie you get the error message that the service is temporarily not available and that you should try later on.

We believe that you not only understand but also can literally feel the disappointment these consumers will have to go through. The damage to the customer’s brand is done.



Axinom has gone to great lengths in order to make sure that Axinom DRM is always up and running. We host the service in a fully redundant high-availability cloud environment and we make sure that our products just run flawlessly.

Nevertheless, there is a Murphy Law stating that if something can go wrong, it will probably will. Our customer support service ensure 24/7 that nothing actually goes wrong. Your service will be up and running and your requests will be answered. Even more, our colleague are proactively ensuring that such situations most probably will never happen.

Our customers rely on us and they get used to it.

They love it.