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- Support Program Overview
- Installation and Configuration for Commercial Trials
- Customer Support Tools
- Support Packages
- CardioLog Analytics - Standard Edition
- CardioLog Analytics and SharePoint Marketing Suite - Professional and Enterprise Editions
- Support Packages Comparison
- Severity Definitions
- Response Times
- Support Case Method
- Support Case Process
- Courtesy Support Benefits - CardioLog Product Offering
- Training Program
- Migration and Re-Installation Packages
- Professional Services Pricing
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Telephone and Email Support
Submit your request
- Toll FreeOffice: +1-888617-699-89345008461
Email: support@intlock.com
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Support Packages are determined by your Service Level Agreement.
Please see the pricing section for more information on these options. Here are the different packages offered:
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Free product updates, bug fixes, and patches are always included.
A product license includes a single, non-renewable installation and configuration assistance for the product software on a single server within the customer's production environment Please note that migration and/or re-installation of the product software and database are not included in the Standard Plus Support package, nor are any other remote installations. However, additional migration and re-installation support packages are available separately.
Support services are provided through email, phone, and desktop screen sharing.
Support will always be available for major product releases that are up to 18 12 months old. We cannot guarantee support for versions older than 18 12 months.
Support includes personal assistance for solving problems and upgrading software versions within our customer's production environment.
Support services are provided for product configurations that comply with the system requirements. Intlock can not guarantee support services for non-standard system requirements, or may charge for professional services costs to resolve these issues, according to the Intlock's discretion.
Support for non-production environments, consultant services, and development services are priced based on our professional services hourly fee.
On-site support and installation services can be purchased additionally at standard professional services rates. On-site support may entail travel and time expenses that the customer will be responsible for.
Support services always include a one hour product tour.
The yearly support fees are 40% of the product list price. Final rates and delivery times are defined within a binding purchase agreement.
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Product license includes a single, non-renewable installation and configuration assistance for a single server within the customer's production environment. Please note that migration and/or re-installation of the product software and database are not included in the Standard Plus Support package, nor are any other remote installations. However, additional migration and re-installation support packages are available separately.
- Support services include a two hour detailed product tour included alongside the deployment process.
Support for all product updates, bug fixes, and patches.
Support services are provided through email, phone, and desktop sharing.
Support will always be provided for major product releases that are up to 18 months 12 months old. We cannot guarantee support for versions older than 18 12 months.
Support services are provided for product configurations that comply with the system requirements. Intlock can not guarantee support services for non-standard system requirements, or alternatively charge for professional services costs to resolve these issues, according to the sole discretion of Intlock.
Support for non-production environments, consultant services, and development services are priced based on our professional services hourly fee.
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 installation services can be purchased additionally at standard professional services rates. On-site support will entail travel and time expenses that the customer is responsible for.
The yearly support fees are 20% of the product list price. Final rates and delivery times are defined within a binding purchase agreement.
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Everything in the Advantage Support package is included, for three environments (eg., A production environment and two non-production environments).
The yearly support fees are 10% of the product list price over Advantage Support package. Final rates and delivery times are defined within a binding purchase agreement.
4. Sunday Service Level Agreement
In addition to one of the required chosen Service Level Agreements (Advantage, Premium or Elite), Sunday SLA provides support during Sundays for the same agreed working hours.
Sunday Service Level Agreement fee is 25% of the chosen Service Level Agreements.
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Note: Enhancement and bug requests also funnel in through the same ticketing process. Typical resolution for enhancements will be bugs filed with Engineering who will work with the Support team to provide target release dates. You can always check enhancement and bug statuses by viewing our product roadmap.
Third Party Components
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, SharePoint, browsers, etc. 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.
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