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.
Free support is available during the installation and configuration of the CardioLog Analytics and SharePoint Marketing Trials. Contact us for further assistance while evaluating CardioLog Analytics or SharePoint Marketing Suite.
We provide robust online access to self-help documentation. Among the online resources are:
For more information regarding technical support, please explore our knowledge base and support site, which includes guides, tutorials, FAQs, announcements and more.
Submit your request
Email: support@intlock.com
Support Packages are determined by your Service Level Agreement.
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 12 months old. We cannot guarantee support for versions older than 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.
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 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 12 months old. We cannot guarantee support for versions older than 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.
The yearly support fees are 20% of the product list price. Final rates and delivery times are defined within a binding purchase agreement.
Everything in the Advantage Support package is included, for two environments. (eg., A production environment and a single non-production environment).
The yearly support fees are 5% of the product list price over Advantage Support package. Final rates and delivery times are defined within a binding purchase agreement.
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.
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.
| Standard Plus | Advantage | Premium | Elite | Trial | Lite/Free | |
|---|---|---|---|---|---|---|
| Web Support | √ | √ | √ | √ | √ | √ |
| Product updates, bug fixes, and patches | √ | √ | √ | √ | √ | √ |
| Single installation on a production environment | √ | √ | √ | √ | √ | x |
| Single installation on a test or staging environment | x | x | √ | √ | √ | x |
| Single installation on multiple environments | x | x | x | √ | x | x |
| Support through a ticketing system | √ | √ | √ | √ | √ | x |
| Support through email, phone, and desktop sharing | √ | √ | √ | √ | √ | x |
| Short product tour for starters | √ | √ | √ | √ | √ | x |
| Advanced product tour | x | √ | √ | √ | x | x |
This table describes the levels of severity when requesting support.
Severity Level | Definition |
Severity 1 | Installed On-Premise Critical Service
Severity 1 may not be used during a new installation process, on a test server or platform, or where no production users are on the system. A service outage does not include network issues, infrastructure issues, database failure, IIS failure or insufficient system requirements.
Hosted On Microsoft Azure * Critical Service Outage
* Backups To qualify for this service level agreement (SLA), a daily backup of the following is required:
** High Availability and Disaster Recovery for Virtual Machine To qualify for this SLA, virtual machines must have two or more instances deployed in the same Azure Availability Set (additional cost) Boundaries and Exclusions:
*** High Availability and Disaster Recovery for SQL Database To qualify for this SLA, configuring SQL Server high availability and disaster recovery (HADR) solutions is required (additional cost).
May not be used in the case of a new installation process, on a test server or platform, or where no production users are on the system. |
Severity 2 | Major Functionality
May not be used in case a temporary workaround is available or if it affects a single or relatively small subset of users. |
Severity 3 | Minor Functionality
|
Support Area | Support Method | Response Time |
Severity 1 | Remote | 1 business day |
Severity 1 | On-site | 3 business days |
Severity 2 | Remote | 3 business days |
Severity 2 | On-site | 10 business days |
Severity 3 | Remote | 4 business days |
Severity 3 | On-site | 10 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.
Advantage, Premium and Elite Support Packages comes with unlimited support cases. A case is the ability to contact Intlock support directly for technical assistance. Your Support Package determines the method type (e.g. web support or phone), and how many environments are covered.
Remote - Phone, email or desktop sharing
On-site - Requires a technical consultant to arrive at the site
Intlock is committed to resolving customer problems quickly and professionally. You can expect when you contact Intlock support:
Every product request will be logged into the support system and is be 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 the engineering department for full resolution.
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.
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.
As part of the CardioLog yearly support and maintenance service level agreements for all tiers, Intlock provides its loyal customers with a complimentary Voice of Customer tool. As long as your yearly CardioLog support agreement is active and renewed, then the Voice of Customer will be available for you as a complimentary license. Intlock will provide support and maintenance for this solution at no additional cost according to your existing active CardioLog service level agreement.
Intlock offers a variety of training sessions and resources for end users and administrators. This training is devised to deliver the highest level of marketing and technical competency for our CardioLog Analytics and SharePoint Marketing Suite solutions, tailored for our customers and authorized partners. It will also provide an in-depth understanding of how to effectively install, configure, utilize and troubleshoot the various product modules.
This training program introduces the most effective way of commissioning Intlock's products, and their related components, to the organization's stakeholders and administrators. Intlock's training program is presented by qualified product instructors who will review all of the functions of our products, as well as provide practical industry tips, and personal practice sessions.
For further information about Intlock's training offering, please refer to our detailed training program.
A migration and re-installation support package can be purchased for a fee of $1,500 per environment.
This package includes:
A single re-installation of the product software and database, or
A single migration of the product software and/or database
Price per day of complete professional services - $1,500.
Intlock reserves the right to use parts or all development projects, such as new features, components, modules, and other professional services for any purpose Intlock sees fit.