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Support is provided - Monday through Friday 8:00am-5:00pm (EDT).
Support Case Process
Intlock is committed to resolving customer problems quickly and professionally; When you contact Intlock support:
- Every service request is logged into the ticket system and is accessible to all Technical Support Team members.
- The Technical Support Team assigns case priority based, in part, on the Severity Level that has been indicated.
After reasonable troubleshooting, an unresolved case will be escalated directly to Engineering for resolution.
Note: Enhancement and bug requests also funnel in through the same ticketing process. Typical resolution for enhancements will be a request submitted to a system engineer who will provide target release dates.
Third Party Components
The Solutions support Intlock supports merely products and/or solutions within third party vendor’s Mainstream Support policy, including but not limited to Windows (OS), Windows Server, SQL Server , databases, browsers, etc. Solutions Intlock support for products and/or solutions under third party vendor’s Extended Support policy, might requires further efforts based on professional services, which will be priced separately by Intlock upon Client’s request. Intlock at its sole discretion might not provide any support services whatsoever to any third party vendor products and/or solutions that are not being included under third party vendor’s Mainstream or Extended Support policies.