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Contents

Support Program Overview

Intlock is committed to providing a support program that offers high value, cost-effective options for our customers. The goal of our technical support program is to respond quickly and directly to customer issues and to continually improve upon your technical support needs. This section describes the support service tiers, methods, processes, and response targets for customer support requests.

Customer Support Tools

Web Support

We provide robust online access to self-help documentation. Among the online resources are: 

CardioLog Analytics SaaS

For more information regarding technical support, please explore our knowledge base and support site, which includes guides, tutorials, FAQs, announcements and more.

Telephone and Email Support

Service Level Agreement ("SLA")

  • 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.
  • 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.

Support Packages

Support Packages are determined by your Service Level Agreement. Here are the different support packages offered:

Basic Service Level Agreement

  • Includes configuration of the service solution on a production environment.

  • Includes merely maintenance of service solution updates on a production environment. 

Premium Service Level Agreement

  • Requires service subscription of 12 months plan or more.
  • SLA fee is 20% of the service subscription price, with a minimum fee of $2,000 per year.
  • Provides everything the Basic Service Level Agreement package provides for a total of two environments (production and a single non-production environment).
  • SLA is provided through email, ticket system and phone within Premium Response Time.
  • Dedicated Test system cost is not included with the SLA (see section D – Cost Summary, III).
  • SLA include 2 hour of service tour as part of the configuration process.

Elite Service Level Agreement

  • Requires service subscription of 12 months plan or more.
  • SLA fee is 25% of the service subscription price, with a minimum fee of $4,000 per year.
  • Provides everything the Basic Service Level Agreement package provides for a total of three environments (production and additional two non-production environments).
  • SLA is provided through email, ticket system, phone and desktop sharing within Elite Response Time.
  • Dedicated Test system cost is not included with the SLA (see section D – Cost Summary, III).
  • SLA includes 3 hour of service tour and Q&A session as part of the configuration process.

Sunday Service Level Agreement

  • In addition to one of the required chosen Service Level Agreements (Basic, Premium or Elite), Sunday SLA provides support during Sundays for the same agreed working hours.
  • Sunday Service Level Agreement fee is the highest between 25% of the chosen Service Level Agreements, or 5% from service subscription.

Support Package Comparison

AreaBasic SLAPremium SLAElite SLA
Setup√√√
Maintenance√√√
Environment123
Response TimexPremiumElite
Support Methodx√√
Desktop Sharingxx√
Emailx√√
Ticket Systemx√√
Phonex√√
Service Tout and Q&A Sessions (hrs)x23
*Sunday SLAxxx

*Sunday SLA can be purchased separately.

Severity Definitions

This table describes the levels of severity when requesting support.

Severity Level

Definition

Severity 1

Critical Service Outage

A critical production service is down with no workaround immediately available.

⦁ No data collection.
⦁ Service failure which affects the site performance.

May not be used during a new setup and configuration process, a test service or platform, or where no production users are on the service. A service outage does not apply on customer network or infrastructure issues and in case service requirements are not met.

Severity 2

Major Functionality

Major functionality is severely impaired.

⦁ Service operations failure, such as data processing.
⦁ Your business operations have been severely disrupted.
⦁ CardioLog Analytics SaaS functions are not working properly.

Does not apply in case a temporary workaround is available or it affects a single or relatively small subset of users.

Severity 3

Minor Functionality

Minor functionality not working. Partial, non-critical loss of functionality of the service or general usage questions.

⦁ Impaired operations of some components (such as creating and viewing reports), but allows the user to continue using the service.
⦁ Cosmetic issues, including feedback on the documentation.
⦁ General configuration or use questions.
⦁ Upgrade, major change, and migration notifications.
⦁ Enhancement requests.
⦁ Trial customers.

Response Times

Support Area

Support Method

Basic Response Time

Premium Response TimeElite Response Time

Severity 1

Remote

N/A

1 business day1 business day

Severity 2

Remote

N/A

2 business days1 business day

Severity 3

Remote

N/A

3 business days2 business days

Note: The target "response" time should not be confused with a "resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for response. The response targets are based on when the case has been submitted to us.

Support Case Method

Each Service Level Agreement comes with unlimited support cases. A case is the ability to contact Intlock support directly for technical assistance. Your Service Level Agreement determines the method type (e.g. email, ticket system, phone and desktop sharing), and how many environments are covered.

  • Remote - email, ticket system, phone or desktop sharing

  • On-site - technical consultant is available via professional services

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

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. 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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