Support

Connect with XONA’s Customer Success Team
Now more than ever, organizations like yours must have the ability to access critical operational technology remotely and securely—anytime, anywhere, and from any device. XonaTM is the trusted partner that industry-leading organizations worldwide turn to for Zero Trust OT control and intelligent analytics for their critical operational technology. Xona provides a trusted user access solution for a changing world.

Global Customer Support Program

At Xona, we back up our world-class technology with a Global Customer Support Program designed to help your organization optimize its operational outcomes. Our customer support offerings are as reliable and trustworthy as our Critical System Gateway solution. Whether via the 24×7 Online Support Portal, email communications or phone calls with product support experts, or dedicated service from a Technical Support Manager, Xona is ready to address your specific support needs with accuracy, expertise, timeliness, and professionalism.

Key Benefits

Flexibility

Get the support you need, when you need it, in the manner that works best for you. Connect with an actual human or find a host of helpful documents and resources in our online Customer Support Portal.

Uptime

Ensure maximum uptime for your Xona secure access solution by getting the answers you need to your technical questions and issues and with prompt and secure software updates and upgrades.

Value

Optimize the value of your Xona solution through information and expertise to keep your critical systems operating at peak performance.

Standard and Premium Support Offerings

We’ve designed our customer support packages to align with your environment’s complexity and criticality and provide the essential services you need to achieve your business goals with Xona.

Standard Support & Maintenance is everything you need to keep your Xona remote access solution current with all available software updates and upgrades, and to talk and/or email with skilled and knowledgeable customer support experts. You get 24×7 access to our full slate of resources through the Online Support Portal, where you’ll find the latest and greatest technical content, training and curriculum, knowledgebase articles, and our case management system.

Premium Support & Maintenance is everything included in the Standard package, plus telephone access to our customer support professionals 24x7x365—so you’ll never be out of touch with Xona experts when you need help. Add to this an Advanced Hardware Replacement program where Xona will rush ship a new gateway device at no additional cost to your location in the event of defective device.

Features
Online Support Portal Access
Email Support
Phone Support
Advanced Hardware Replacement
Software Updates and Upgrades
Standard Support
Yes
Yes
10×5 Support Availability†
(Monday-Friday, Local Time)
No
Yes
Premium Support
Yes
Yes
24 x 7 x 365
Yes
Yes
† Monday-Friday, 8am-6pm, Local Time

Severity Level & Response Times

Your support case is prioritized based on the impact of the issue on your business and the level of support package you maintain. Priority may be upgraded or downgraded based on the results of our troubleshooting. You may also request escalation of an issue to increase its visibility and to highlight the need for faster resolution due to the impact on your business.
Level
⚠️
Severity Level 1: Critical
⚠️
Severity Level 2: High
⚠️
Severity Level 3: Medium
⚠️
Severity Level 4: Low
Description
The product is nonfunctional or critical features or components are unusable.
The product is functional but one or more key features or components are not operating as documented.
Minor components are not operating as documented.
General question/Installation assistance
Standard Support
Response within 4 hours†
Business Hours & Days only

Response within 8 Business Hours†

Response within 1 Business Day†
Response within 2 Business Days†
Premium Support
Response within 2 hours
24 x 7 x 365
Response within 4 hours
24 x 7 x 365
Response within 8 hours
24 x 7 x 365
Response within 24 hours
24 x 7 x 365
† Monday-Friday, 8am-6pm, Local Time

Online Support Portal

While Xona has technical experts standing by to help you when necessary, sometimes the help you really need is just a few clicks away in our Online Support Portal. You’ll find it well stocked with all sorts of useful documents, articles, frequently asked questions, and training materials. Use the portal to gain access to our case management system, where you can create or update a trouble ticket, provide us with additional information, and check the status of your case.

  • Case Management: Creation, updates, file attachments, and statuses
  • Product Manuals & Quick Start Guides
  • Software Releases and Updates
  • Knowledge Base Articles & FAQs
  • Training & Curriculums

Contacting Customer Support

Click, call, or send us an email. Get the support you need in the manner that suites you best, whether its self-help or working with a skilled Xona support professional.

Support Portal

Get Xona Support at
support.xonasystems.com

Email an Expert

Email Xona Support at support@xonasystems.com

Talk to an Expert

Call Xona Support at
(866) 849-6629
 Secure access for the systems that keep the world running.
© Xona Systems, 2026
Cookie Policy
Privacy Policy
Disclosure Policy
Website Terms of Service
Terms & Conditions