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- Service Level Agreement is provided only to platform configurations and/or topologies that comply with the service requirements. Intlock will not provide Service Level Agreement to non-standard system and configuration, or alternatively charge for professional services costs to resolve these issues, according to the sole discretion of Intlock.
Support will be available for Power BI report versions that are up to 12 months old. We cannot guarantee support for versions older than 12 months.
- Consultant services and development services are priced based on professional services rates at $200 per hour / $2,000 per day.
- Intlock reserves the right to use parts or all development projects, such as new features, components, modules, and other professional services for any other purpose.
- On-site support and configuration services are not included in the Service Level Agreement fee. They will be billed separately according to the standard professional services rates. On-site support will entail travel and time expenses that will be billed to the customer.
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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.